Date Received: 2020-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay monthly mortgage payments including escrow to NewRez. Last year, in XX/XX/XXXX, 'Shellpoint Mortgages Servicing ' purchased my mortgage under the name of 'NewRez LLC ' . For 6 years the previous mortgage company 'XXXX ' ( XXXX XXXX XXXX XXXX XXXX ) had always paid my County Real Estate Taxes and Homeowners Insurance on time through my escrow account with them. NewRez LLC did not pay my Homeowners Insurance when it was due XX/XX/XXXX of this year. When I received a card in the mail from my insurance company that my policy 'would not renew '. I contacted my insurance agent and with some research she said my policy premium had not been paid. I explained that it was supposed to be paid by my mortgage company through my escrow account. That same day my insurance agent contacted NewRez and gave them all the information they needed to get this paid including the amount. She later sent me an email saying the lady at NewRez said they would overnight the payment to the insurance company. Since it was XX/XX/XXXX and my policy premium is due today my agent said my coverage could lapse if it's not paid by the end of the day. I can either take a chance for a couple of days or I could go ahead and pay it and then get refunded from my insurance company once they received the escrow payment. I didn't know why it had not been paid but did not want my coverage to lapse so I had to pay the insurance company with a personal credit card to keep from being without coverage until they received payment from NewRez. I contacted my insurance agent around XX/XX/XXXX about my refund from the insurance company for the payment I made with my credit card. When she contacted the insurance company to inquire about my refund, she was told that NewRez had only made a partial payment and not the full amount of the premium. The premium amount was {$870.00} and NewRez only sent {$700.00}. I then called NewRez myself and explained the situation. After being on hold for a while, a lady told me the remaining {$170.00} is being issued for payment on XX/XX/XXXX. On XXXX XXXX I contacted my insurance agent once again to see if the insurance company had received the remaining payment from NewRez so I could get my money back from my credit card payment. After checking she said they received it yesterday on XXXX XXXX. Finally, on XX/XX/XXXX NewRez, the company that purchased my mortgage XX/XX/XXXX, had paid my homeowners insurance premium from my escrow account three months late because it should have been paid in XX/XX/XXXX for a due date in XX/XX/XXXX.
Company Response: Company believes the complaint is the result of a misunderstanding
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Covid-19 Happened. We lost the financial means that would allow us to make our mortgage payments. We called our mortgage servicer numerous times with 2-4 hr hold times only to be transferred to another line to hold for another 2 hrs and have the rep pick up and get disconnected. We did this process many times with the same exact result. Additionally, we left messages for them to get back to us, we sent many emails as well with no reply. We also, as instructed by their website and those who did answer the phones, went to the " XXXX XXXX XXXX '' link with the intent to fill out the form they say must be done BEFORE they consider you and nothing was, nor still is, found at the link given forcing us to call back only to have the reps say, " that's strange, it should be there but let me transfer you '' ... .never ending cycle. On there suggestion, we tried multiple browsers, XXXX XXXX, XXXX, XXXX, XXXX, and on multiple computers and at different times of the day and night to no avail. We were forced to use the limited funds we have for food and emergencies during this time to pay for XXXX because on their Covid-19 website they state the following : " Customers should not stop making mortgage payments until they have been approved for an alternate plan ''. We can not do this again. We are only trying to receive the help that has been set up by the Federal Government during this time. No one reaches out, no one cares.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34668
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have submitted countless claims against Shellpoint Mortage because they threatened me with foreclosure when I have never been late on my mortgage. In this complaints attached documents, I have shown my complete payment history that proves I have never been late on my mortgage. I even have a letter from Shellpoint stating that I was not late on my mortgage attached to this complaint. Currently, XXXX is once again showing a 90 day late for XXXX. All three credit bureaus are not reporting that I am making my payments. XXXX does not show any of my payment history for over a year. I am trying to buy a home, and this inaccurate information is hurting my credit score, and preventing me from being able to buy a home. Lastly, Shellpoint increased my mortgage payment by {$75.00} for no reason. They did not provide a reason for increasing my mortgage payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I spoke to XXXX at New Rez Loan Servicing at XXXX XXXX this eve, XX/XX/XXXX regarding forbearance on my loan # XXXX. I applied for Forbearance/Deferment as per the CARES ACT online on XX/XX/XXXX and uploaded all required docs as per their website. 1 ) New Rez Borrower assistance form 2 ) DODD FRANK disclosure 3 ) XXXX 4 ) Bank Stmt 5 ) LOE on my income loss Tonight when I spoke with this representative via phone she used scare tactics with me and alluded to the fact that I can ONLY get 3 months forbearance and that she knew nothing about the CARES ACT and that after 3 months my options would be : 1 ) pay back the 3 months in full 2 ) Loan Modification for a 40 YR term and add 3 months to principal 3 ) Payment Plan I am gravely concerned because the CARES ACT specifically states up to 180 days and not 90 which this lady indicated.In addition, how does one pay back this amount in 90 days when they have 100 % loss of income a a sole proprietor? I do believe she was trying to get me withdraw my application by giving me grim hope of any relief and help. In addition NEW REZ is asking for documents not required by the CARES ACT to provide if hardship was due to COVID19. I am attaching their doc request forms directly from thier loan portal and proof I uploaded this. I have also received correspondence asking me to sign authorization for credit and income. WHY? this is not required. See all uploaded docs and screen shots of what I provided and mailed back. CARES ACT reads : if you experience financial hardship due to the coronavirus pandemic, you have a right to request a forbearance for up to 180 days. You also have the right to request one extension for another up to 180 days. You must contact your loan servicer to request this forbearance. There will be no additional fees, penalties or additional interest ( beyond scheduled amounts ) added to your account. You do not need to submit additional documentation to qualify other than your claim to have a pandemic-related financial hardship. I am asking for CFPB to investigate this servicer and their internal practices of FEAR based lending to their borrowers. It is especially important now more than ever when many of us are vulnerable, feel helpless and need financial help so as to keep our home. I would much rather be working and paying my bills then having to feel lost and abandoned. It is unfair and somewhat discriminatory against those of us who are in this position to make us feel like we have no options and to ask for documents not legally required in CARES ACT. They should be fined for this privacy issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home loan was transferred to Shellpoint Mortgage comapny approximately a 17 months ago. At the time my mortgage was transferred I didn't have my insurance premium impounded. For some reason in XXXX of 2019 they decided to send my insurance company a payment for my insurance premium for the entire year and then impounded my insurance. At the time I called and asked that they remove the impounds for insurance and since I could no longer trust them, I didn't want my taxes impounded either. I got transferred to various departments and they told me they had to do an impound analysis and process my request. They said they removed my insurance impound but I had to pay back the {$750.00} premium which would take a year and then I could remove the insurance portion once the premium is paid back. I have paid back the premium and they still are charging me. Every time I call in they say it's been cancelled but they don't know why I am still being charged and they refused to remove my impound account for the taxes and are still charging me. They continue to charge my account and every time I request it, they tell me there is an escrow analysis they will run. Every time I call in I get misinformation, no one knows what's going on and my problem doesn't get resolved. They never even sent me a letter formally denying my request to remove my tax payment. I had to call in to find out. When I called in today they said they haven't done an impound analysis since XX/XX/2019, but last year they told me in XXXX and XXXX they told me they completed an impound analysis.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 92869
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez started servicing my loan ast of XX/XX/XXXX, They did not cash my XXXX check when I called to find out why I was put on a phone tree and told I would get a call back, no call- I signed in online and wrote a message no response, I am also trying to pause my mortgage because of Covid19 have filled out the online form no response now for alone 2 weeks. No way to contact this company or get any response seems like they are shady and avoiding their customers. Number does not work online gives no response!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37221
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my original 2nd mortgage was with XXXX XXXX but they had filed for bankruptcy. By letter dated XXXX XXXX advised that effective XX/XX/2020 I was advised that Shellpoint Mortgage Servicing would now service my loan. Made XX/XX/2020 payment and by an undated letter from Shellpoint I received my loan info including new loan number and balance. On XX/XX/2020, I contacted Shellpoint ( also known as New Res ) to inquire about bill to pay mortgage and was told a payment coupon should have been included with undated letter but it was not. At that time I asked for a pay-off figure for my mortgage thru XX/XX/2020 and the CSR took my info including my e-mail address and said I would receive the figure via e-mail within 48 hours. I did not receive my pay-off figure as indicated and called back on Thursday XX/XX/2020 I called and went thru same process of requesting pay-off and was told I would receive via e-mail. I also completed an on-line request for a pay-off figure thru XX/XX/2020 and it indicated I would receive figure within 5 days. Since I did not receive requested pay-off I called again ( XXXX ) and spoke to a CSR who stated that there was no record of my requesting a pay-off figure. I told what the previous CSR told me regarding receiving pay-off w/in 48 hours and she said why would they tell me that when she alleged it would take 5 days. I told her the CSR works for Shellpoint so go ask them. She apologized and again took all info and said I would receive via e-mail within 5 days. Since my first request was XX/XX/2020, I should have received it 4 days ago. Since apparently they are a collection agency I believe they delay providing the pay-off figure so they can make more money holding the loan.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Identity theft XX/XX/XXXX, perilous Hail storm XX/XX/XXXX, XXXX ( dumpsters winched from faucets. Hose credited, all homeowners insurance claims Underpaid, underpaid on wrong structure, and no personal injury but fell at XXXX XXXX XXXX XXXX Colorado in asking what the heck is that truck doing in my backyard? XXXX, non vet XXXX owner since XX/XX/XXXX. So when the police came XX/XX/XXXX in home office of XXXX ( incorporation date XX/XX/XXXX ) and primary home of XXXX XXXX XXXX onset date was XX/XX/XXXX. Many people f XXXX ceo ( XXXX ) XXXX XXXX lost many XXXX of goods and to {$600000.00}, but only in the California corporate Studio site. XXXX XXXX then, sold to Shellpoint on mandated homeowners insurance and appealed denialisms of this underwriter and agency. Even turned in to state regulatory agencies. Ignored. Foreclosure cured by not me and likely upset family once in bundlers renewal scam I allege, still. Identity theft and files from XXXX attached XXXX XXXX and the homeowners post asset sale of another mortgage by XXXX/XXXX/shellpoint. Owed {>= $1,000,000} that day in XX/XX/XXXX.
Company Response:
State: CO
Zip: 80211
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2019 I received a letter from Shellpoint Mortgaging Servicing about a Lender Placed Insurance Change for my property in SC stating " we placed lender-placed insurance coverage on your property '' - This was the first I had seen correspondence and noticed they addressed it to my previous address while all my monthly mortgage statements had been coming to my current address. In starting to review my mortgage account I noticed a series of " Insurance Premium Disbursements '' starting in XXXX of XXXX XXXX {$280.00} taken out of my escrow account. XXXX {$55.00}, XXXX {$90.00}, XXXX {$90.00}, XXXX {$53.00}, XXXX {$55.00} .... Then in XXXX XXXX I received a Annual Escrow disclosure statement showing the charges removed from my escrow and that my escrow was underfunded by {$450.00}. In XXXX I provided proof of insurance and confirmed while on the phone they received it. They asked me to call back .... For months I was never able to get a hold of anyone on their customer service line, then suddenly the phone number they provided was disconnected '' This is also the only number listed on their website. In XXXX I was notified by mail that my XXXX mortgage was higher and my new amount is {$930.00} up from {$720.00} due to escrow shortage. I immediately did a bill pay to pay the full amount to prevent default or past due fees .... this additional amount was applied to my account as principal only. XXXX I resumed phone calls to mortgage servicing dept with Shellpoint to figure out why charges are still accumulating, they explained they need the HOA master insurance policy which was provided that same day at XXXX XXXX. I called to confirm they had it, they explained it had to be entered. That day I was able to reach XXXX XXXX at XXXX XXXX, she asked me to e-mail the policy directly to her at XXXX. While we were on the phone she confirmed it was uploaded to my account. and the next step is the lender based insurance should be removed. She directed me to customer service to help with he refunding of the money and how that worked. Customers service directed me back to loan servicing. XXXX I wrote to loan servicing to request that the auto draft service be cancelled and I would prefer to pay with paper will and bill pay once I see the bill. I then called the customer service and XXXX in XXXX SC employee ID XXXX cancelled auto draft. I asked what my payment would be for XXXX and she could not tell me, she explained an escrow analysis would need to be done through the mortgage department and she then transferred me to XXXX in the mortgage department based in AZ. He explained that I was responsible to pay another {$930.00} in XXXX because they can not do the escrow analysis for 2-4 weeks, and it was my fault for lapsing my insurance. I asked if there was any record that my insurance had lapsed since the new XXXX 's were on file, he stated he couldn't see any proof of the HOA policy. He explained the notified me via mail and that this was my fault. I asked when he notification letter was sent, he stated XX/XX/2019 & the address was my my old address. So I never got the notice and that is when they started charging the lender based insurance fees. When I asked to speak to a supervisor I was placed on an extended hold and then the line was disconnected. As of today, I have a final call into XXXX XXXX in their XXXX SC customer service call center explaining she e-mailed her supervisor XXXX XXXX who can reach out to the insurance dept to have the escrow analysis done in 24 hours to correct my mortgage amount and they will all me back tomorrow. I do feel that Shellpoint is Predatory to mortgage customers using forced lender based insurance to gain profit. At this time this issue is still ongoing. Sincerely, XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our home loan was sold to Shellpoint Mortgage Servicing ( New Rez ) in Fall XXXX. For several months Shellpoint serviced our loan before selling it to XXXX XXXX XXXX ( approx XX/XX/XXXX ). While Shellpoint was servicing our loan they were in control of and escrow account that was set up to pay property taxes and homeowner 's insurance. Not only were they in control of these funds from the prior servicing company, Shellpoint continued to collect money for the escrow account each month they serviced the loan. Although this was happening, Shellpoint was negligent in paying the first installment of property taxes due to our local county ( XXXX XXXX County, CA ). Because of this we received a noticed of delinquent taxes from the county and were made to pay a penalty of {$590.00}. I have been in contact with Shellpoint on several instances since at least the beginning of XXXX to resolve this issue. At every turn two things have happened : First, someone on the phone unequivocally apologizes and say Yes, this was our fault and you should be reimbursed by us. They say they will have a supervisor follow up and/or they " transfer me '' to the the " proper department ''. Second, I get a letter or email stating that either : I should contact XXXX XXXX XXXX since Shellpoint no longer services the loan or XXXX XXXX XXXX should reimburse me and then XXXX will charge Shellpoint. My issue is that we were made to pay {$590.00} out of our pockets more than two months ago because of negligence on the part of Shellpoint and they should be the ones to reimburse us. Five phone calls and bounced back emails or form letters are insufficient, as is passing the buck and asking a company that had no hand in, or obligation to pay, property taxes in XXXX on our behalf. This complaint is solely because of Shellpoint Mortgage Servicing. They were the negligent party that is responsible and did not fulfill their fiduciary duties on our behalf.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95124
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A