Date Received: 2020-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from XXXX XXXX XXXX who purchased my loan. The letter states that I have not paid my mortgage payments as promised and delinquent in the amount of {$12000.00} I have never missed a mortgage payment in the amount of {$1100.00} that I've had since 2007. I believe this is an attempt to have my property taxes escrowed that I have opted out of by email and phone calls. I have sent this new mortgage company an email response, however, they refuse to respond. My mortgage payments are paid through my financial institution and I have proof of each mortgage payment of {$1100.00} In my time as a homeowner, never had any issues with a mortgage company, and never missed a payment. I have paid my property taxes through my financial institution and have documentation proving such. It's my belief that this new mortgage company is attempting to force me in to escrow by alleging that I missed payments and threatening to foreclose! Thank you and I look forward to hearing from you.
Company Response: Company disputes the facts presented in the complaint
State: IL
Zip: 60803
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my newly refinanced loan was sold to Shellpoint Mortgage for servicing rights. Since that time i have made monthly payments in accordance with note each month. I am current and plan to continue to pay as agreed. Per my monthly statement, the monthly payment is {$8700.00} and includes the following ; - {$6700.00} ( Morgage ) - {$1600.00} ( Tax Escrow ) - {$280.00} ( Insurance Escrow It should be noted that although this loan was sold to Shellpoint with taxes and insurance paid to current status, Shellpoint has not been paying my property taxes to my local taxing authority on time. They have clearly made an error but will not admit and/or rectify their wrongdoing. Shellpoint 's mishaps has lead to late fees and interest charges that appear on my account. I have demanded several times ( most recently on XX/XX/XXXX ) in writing and by phone for them to allow me to pay my taxes directly and avoid late fee interest charges. I will not pay for mistakes that i am not responsible for. I have not missed a payment since they have acquired my loan. My request is simple. I would like to have the escrow requirement waived so that I can pay my taxes directly as I can not trust that Shellpoint will ever handle my taxes correctly. I am asking CFPB to take action immediately. I have been asking since XXXX of XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07901
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since taking over servicing our mortgage home loan ( from XXXX to Shellpoint ) in summer of XXXX, Shellpoint Mortgage has had the worst customer service ever and we are now filing a formal complaint. They are now neglecting to even contact us back at all due all to their mismanagement of this loan in a short six months. Timeframe below. Letter sent to them XX/XX/XXXX requesting our escrow account to be removed due to it causing our mortgage to double. We had a payment plan set up with the county for the past 15 years. Outcome, after giving us the address and us mailing them a letter, ( requesting our escrow to be removed ) they are now saying " they never received it ''. We again, XX/XX/XXXX, sent another letter requesting the escrow to be removed again, and they are saying again, " they don't have it. '' We have called them dozen times in the last 90 days, requesting to speak to supervisor and them saying " nobody is available '' and us leaving messages asking supervisor to please contact us by the end of day. Never received a phone call back ever. We have emailed them nearly a dozen times in the last 90 days, specific contacts they said " we are assigned to '', but nobody will return emails or call us back. Our request are very simple. 1 ) Remove the escrow account that we never asked for 2 ) waive some late fees because we are not able to speak to anyone or sign on to their website to make a payment. This is neglect 101. 3 ) Recently, we mailed a hardship request, because of the escrow mistake they made, and its been two weeks to be exact, and nobody has returned our request or reached out to us. These very simple customer service acts have snowballed into one problem into another in spite of us paying our principle plus interest on time every month. We greatly miss the excellent customer service and technology that XXXX provided us for over a decade. And since our mortgage was sold to Shellpoint Mortgage Servicing, it has been a nightmare. And add on the recent pandemic, corona virus, it's more important than ever to get big companies to assist us with service and assistance. We appreciate your department filing a formal complaint and assisting us since we can not get them to help in any way or call us back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32092
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This loan was with XXXX started in XXXX. Apparently they sold it to NEWREZ at the first of this year. The escrow account you Received from XXXX XXXX is not correct. Please look at the findings FINAL ESCROW ACCOUNT DISCLOSURE STATEMENT XX/XX/XXXX from XXXX Balance sent to you is XXXX Correct amount I pay each month is XXXX into escrow no payment due till XX/XX/XXXX for insurance of XXXX then taxes in XXXX of XXXX at XXXX with starting bal of over a thousand you will have to much money. XXXX XXXX did a ANNUAL ESCROW Account disclosure STATEMENT. ON XX/XX/XXXX. Incorrectly stating the escrow account was XXXX deficient. On this report on the back or second page is a rundown of the amounts held and due. Section 5. Please note the amount of XXXX XXXX as hazard ins was deducted from the total actual balance. YET this amount is labeled XXXX which is estimated future payment. So in effect a estimated future payment was deducted from the actual balance of the escrow account. This amount is not due until XXXX of XXXX. This error caused lots of time and confusion. PLEASE adjust and lets get a bi weekly payment schedule in order for the rest of this loan. OR I will pay the tax and insurance yearly myself instead of dealing with this escrow account that has been mismanaged. This was sent to NEWREZ Besides the incorrect escrow findings and amounts needed to be held, Newrez changed the amount of money that was being sent to them through my broker account. I authorized {$1100.00} per month paying principle and interest ( this included a extra {$300.00} per month toward principal ) on the loan and {$350.00} going to Escrow account. NEWREZ changed this amount without my knowledge or permission. New Rez thought because XXXX XXXX told them they needed to increase my escrow account by XXXX to keep it flush, So when they changed the amount without my permission they took the principal + interest + escrow amount and the increase in escrow amount which totaled. XXXX. XXXX XXXX XXXX. the {$300.00} I asked to put toward my principle was not included. Since the extra {$300.00} has not been put toward the loan XXXX XXXX and XXXX now XXXX I am paying interest on that money I wanted to reduce the loan with. I have called written e mail New Rez now 8 times over the last 3 weeks. I tried to stop the payments from my account but could only do so. I set it up in the XXXX XXXX account on line not through my bank account as that is where it came from.It is impossible to talk with them I am hoping if you can contact them and let them know I feel a incorrect accounting has occurred and I would like it straighten out. thank you I resorted to taking the money out of my account so they could not longer take it.I In fact they stated it was not due until XX/XX/XXXX but tried to take the money on XX/XX/XXXX. It was returned NSF which was the only way I could stop them from taking money. I have great credit and would like to keep it that way. Help!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32904
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are having a nightmare of an experience with Shellpoint mortgage. PLEASE HELP!! Shellpoint Mortgage and XXXX XXXX XXXX are fraudulent and unethical companies/organizations. Our mortgage was sold from the original bank who we refinanced with to Shellpoint Mortgage in XX/XX/2019. We were not aware of the sale as we received absolutely no documentation of the sale/transfer and we continued to pay our previous mortgage company. Once we found out the identify of the new mortgage holder, Shellpoint Mortgage c/o XXXX XXXX XXXX, we began making payments to them. We made a payment in XX/XX/2019 ( because they misplaced the one we made to our previous mortgage company so we ended up having to make a double payment in one month ) and then with the payment we made directly to them, they misapplied it to our mortgage account. I called Shellpoint to rectify their misapplication of the direct payment and was told they would apply it correctly. They did finally apply the payment correctly but did so late and therefore we incurred additional interest which they still have not refunded. We should not have to pay the extra interest because of their error. Also because of their misapplication of the direct payment, they reported us to the credit bureaus as having been 30 days late on our payment. Not only was this incorrect but it also was a violation of the Federal Law as they had only assumed the loan from our previous mortgage company in the same month they reported us to the credit bureaus. We have filed with the credit bureaus to have this resolved and have also asked Shellpoint for a letter stating it was their error and now have been waiting over three months for them to resolve this issue. This is impacting our employment as well as our ability to refinance our mortgage. Additionally, they still have not found our additional payment we made to our previous mortgage company in XX/XX/2019. That mortgage company took in the payment but it was never applied to Shellpoint. The previous company said this is Shellpoint 's issue and we have requested payment to be applied ( XX/XX/2019 it was requested ) and are still waiting for a resolution. To me this is stealing from their consumer. Next, we received a letter from Shellpoint that they paid our taxes 5 months late even though all the monies were in our escrow account. This impacts both mine and my husband 's occupations. As a result of their ineptness, in XX/XX/2019, we requested the escrow to be closed and to allow us to pay our own taxes and insurance. This request still has not been acted on and we are still awaiting a decision. This is past the Federal allowance time for them to answer such a request ( 30 days ) thereby violating Federal law to which after my 8 phone calls to them on this issue they admitted to violating the law but still have not resolved. We want our escrow with them closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX 2020 I contacted my current mortgage lender, NewRez LLC, about refinancing in order to decrease my monthly payment. After the initial application online, I corresponded by email and telephone with the loan consultant ( XXXX XXXX XXXX several times and was assured they could refinance at a lower payment. During this time, I informed the consultant the property was collateral on a business loan, but there was nowhere to include that information on the application. The consultant assured me this would not be an issue. I then paid {$470.00} to have an appraisal completed as part of the loan process. At this point I was handed off to a loan processor ( XXXX XXXX XXXX. I submitted several more documents and scheduled the appraisal which was completed. I was then contacted by the Title Company and asked to submit documents to my business loan bank so they could subordinate the loan for the mortgage. These documents were detailed and required several hours to complete. Several weeks transpired with no activity. I began inquiring with the loan processor and then the loan consultant via email and phone messages over the course of two weeks with no response. Finally, I received a response via email informing me the loan could not be completed due to the business loan plus the new mortgage amount exceeding the loan to value ratio. I forwarded the emails to the loan consultant of the initial notification of the business loan and his acknowledgement, asking if my appraisal fee would be refunded. To date, I have received no response.
Company Response:
State: IL
Zip: 62221
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2019 my mortgage company sold my mortgage to another lender, NewRez. Unfortunately, mortgage companies do this all the time and as the consumer, I have no say in it and can not stop it. I received a letter from the new company, NewRez, stating that they are going to be handling my loan in the future. My payments stayed the same until they re-calculated my escrow. My original lender charged one month escrow. The new mortgage company, NewRez, charges two months escrow to handle the loan. They sent me a bill for {$960.00} and said I have 30 days to pay it or they will foreclose on my house. I tried to call them and explain how it is unfair that they took my loan and is now charging me {$960.00} for buying my loan without my permission. I was told by a supervisor that is what they charge for acquiring my loan and I have to pay it or they will send it to foreclosure. After paying the {$960.00}, my House payment which has stayed the same over the past 10 years increased. NewRez stated that I have the option to refinance with another company if I wanted to get out of it. In order to do that, I would have to pay refinancing charges, etc. It is obvious that NewRez is taking over loans and charging a fee calling it extra month of escrow so that they can foreclose on your house and take your house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29063
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Loan was originally held by XXXX XXXX mortgage, and transferred to New Rez. During the transfer process there was an overpayment in my real estate taxes as well as village tax to the town. Starting XX/XX/XXXX I began my inquiry to obtain my refund. I was informed an investigation would take 2 weeks. I have been doing all the steps i was told by the customer service representatives regarding my issue. It has been two months and I have still not received my refund. In addition to not receiving my refund, the error in the overpayment has triggered a deficit in my escrow account causing my monthly payment to increase, and adding more unnecessary funds to my escrow account to satisfy the overpayment error Each time I contact customer service, l am told that i must wait for a call from the tax department to get the status of my refund. It has been over 2 months and i have no refund or call back from lender. Now that Covid-19 pandemic is happening, the mortgage company has been overwhelmed, and Im worried i will not get my money returned or my issues with escrow resolved. My last call was XX/XX/XXXX. I was given the run around regarding my refund and told i have to continue to wait and I must keep paying my mortgage or file for mortgage assistance Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Shellpoint is unlawfully making false claims that money is owed, that is not enforceable and has been satisfied as a matter of law. Shellpoint has hired a firm to make false claims and during this coronavirus exemption period having instead violated the State of California 's Orders of Exemptions of Foreclosures, and has aided to claim rights to enforce a Lien that is unenforceable, was time barred by operation of law over 13 years and was discharged AFTER being time barred over 8 years. This has been expired by all means under Applicable laws and according to the provisions of the contract. Furthermore : Shellpoint is attempting to serve a foreclosure notice during this Coronavirus Exemption period and having instead hired a new firm to aid in making false claims that money is owed. And having published on public records false accounting on discharged debt. This is extremely unlawful and under Civil Code 2941. having turned to criminal acts. During this extreme time of which we all face, Shellpoint is attempting to foreclose and file a Notice of Default when the Courts are closed and this is causing harm and injury. Shellpoint placed on my credit report found in XX/XX/XXXX to have made a false entry on my Credit report that money was owed and made up false entries to create a false claim as if payments were recently made, knowing this was false and untrue and attempting to revive a debt that is expired under all applicable laws from any collection ; and was later discharged under Chapter XXXX after having previously expired all rights prior to entering bankruptcy. This has been over 14 years of harm, and Shellpoint has caused recent credit reporting " False Credit '' entries on a debt that has a last payment due was XX/XX/XXXX. This was accelerated at this time and under applicable state law expires all rights under UCC 3118 ( a ) at six years. Despite the facts XXXX XXXX XXXX Bank is the alleged Creditor who has stated " they are not the creditor '' and this pattern of abuse and harm continues to cause to ruin my credit, and lost my ability to gain a much needed loan, as my credit scores substantially decreased and denied business and personal credit because of this false entry. Despite the laws of California, including this recent Governor 's Order of NOT Allowing any foreclosures Shellpoint has hired a firm to attempt to file a NOD and move towards taking my real property under a false disguise that money is due, no rights remain to enforce the time barred lien. This has been over 14 years since Acceleration of the note. Despite this as fact, apparently Shellpoint is aiding and has been taking real property by false claims and time barred expired rights to enforce by any means, including foreclosure. Civil code 882.010-882.040 inclusive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX and XX/XX/XXXX I attempted to contact my servicer regarding my loss of income due to the impact of the Corona Virus -COVID-19. There are no servicing or assistance options via the servicer website and I have left ( 2 ) messages and requested a means of contact. The Web message specifically states to contact the bankruptcy department but does not provide any contact information. I waited on hold for 1:09:59 seconds to be connected to the bankruptcy department and the call was routed back to customer service who stated " well you didn't get bankruptcy this is customer service ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2020-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A