Date Received: 2020-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our transition from XXXX XXXX to NewRez has been full of miscommunication and representation. We have had perfect payment history with XXXX and tried to pay our mortgage due during the transition to NewRez ( we never received our welcome packet or information to pay ). Between XXXX to XXXX - we have diligent tried to pay our mortgage and work with the new Mortgage provider. Constantly being reassured we are within RESPA by both XXXX and NewRez, waiting for the documentation we were unable to pay our mortgage with the new provider. The new provider then reported TWO 30 day lates against our credit which sent our finances and credit into a downward spiral. Shellpoint Mortgage is owned by NewRez and its representatives express inexperience and lack of professionalism. The company 's infrastructure shows they are unable to properly track communication and or escalations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90621
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This loan was transferred to Shellpoint from XXXX and there were delays on this from the beginning. How could I be late on this when I paid them on time when it was transferred. Please help me in removing this late payment in XX/XX/2019.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33029
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shell point mortgage servicing was given our account from XXXX We have a problem with our escrow account Shell point has increased our monthly payment by {$120.00}. They told us they had to do this because our insurance and taxes have increased, but we called our insurance office and we were told our insurance actually went down by {$2.00} and looking over the taxes for XXXX the taxes were {$2800.00}. ( If paid late ) The taxes for the year XXXX, were {$2800.00} ( if paid late ) Shellpoint is demanding a {$850.00} cushion plus and extra {$640.00}. even though our taxes are nearly the same and our insurance has gone down. They want {$640.00}. more and a cushion over the 12 months. When we call and ask questions, they become rude, will not go over the numbers with us and then just hang up. Over and over.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33598
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to a new company starting in XX/XX/XXXX. The new company has a negative escrow balance on my account for an alleged property tax payment made by my previous mortgage company. The amount of the balance owed is {$610.00}. I submitted proof of payments by me to the county showing all of my XXXX property tax payments were made. I also checked my county record to determine if there is an overpayment. No record of overpayment is listed. I submitted this proof in writing to my current mortgage company for my escrow account to be correctly adjusted. They have declined to correct it and state it was paid they have not shown me proof of their payment, nor have they called or spoke to me. I have tried to call them 3 times in the 6 weeks I spent to correct this, and was always promised a call back. Instead i received written letters stating they are reviewing my case. The company needs to be held responsible for trying to over charge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60477
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I can not get them to get back in touch with me. I have called daily and sent emails for 10 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75230
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I regret having to communicate with Shellpoint through this formal process however, I fear it is the only way to get a response from them. I have contacted Shellpoint by phone the XXXX of XXXX, the XXXX of XXXX and via the online portal submitting COVID-19 related financial hardships. I was told I would be contacted back and have not been. My husband who works at XXXX XXXX in XXXX XXXX and also as a XXXX XXXX for XXXX XXXX XXXX has been furloughed. To compound the issue we had been using savings and credit cards from XXXX when he had XXXX XXXX and was not able to XXXX. He was to go back to work XXXX, however, this has now not happened due to Coronavirus. We have no idea when he will be allowed to return to work. Additionally, we receive 2-3k per month renting our house as a vacation rental which has now been eliminated due to travel restrictions and our county law putting in place restrictions on short term vacation rentals. I had already had issues paying the very high interest mortgage since XXXX when he had his XXXX XXXX, now we need to have at least two months of delayed payments in order to stay afloat. I dont know who else to contact to get a response. We need help and we cant afford to pay a large lump sum in 2 months time. Please contact us with what we can do
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 961XX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for loss mitigation assistants with XXXX XXXX XXXX and was in the process of a short sale loan approval, when i was notified that the loan was being transferred to a new loan servicing company on XX/XX/2020 to Shell Point Mortgage Servicing, My loan was already in loss mitigation when shell point received it i was told by the representatives at XXXX XXXX that my file would just continue on with the new servicing company and all foreclosure action had cease and desist because of the short sale process, But Shell Point decided to ignore and disregard the California Home Owners Bill of Rights as well as the recently mandate decree by Governor XXXX for financial institutions to stop all foreclosures against California citizens, in light of the recent events of COVID-19 which has crippled just about every industry in this nation all real estate business has stopped, Shell Point has violated all laws and rules pertaining to my Loss Mitigation short sale process they need to REVERSE ALL FORECLOSURE ACTION IMMEDIATELY!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92883
Submitted Via: Web
Date Sent: 2020-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez is the holder of my mortgage. They simply will not answer phone calls, return phone calls, or return emails. Trying to contact them about Covid-19 relief has been impossible for over 2 weeks now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70433
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/XXXX my account got tranferred from a mortgage company named XXXX which I was filing a law suite agaist them, for making up an escrow account and adding all my montly payment to that escrow account without my concent, and my money was sent and used to pay taxes on other property that had nothing to do with mine, .. i had to hired a lawyer by the name of XXXX to correct everything and it was a long process, untl he informed me that the company was declared bancruptcy, and I had lost more money as well as the attorney fees, so then my account was bought by shellpoint, basically XXXX XXXX transferred my account with only one payment that i had paid to previuos company and also with a balance amount that it was owe to me, and since then I have been struggling with this new company back and forth playing games with me, no oe seems to care or understand my fustration regarding my previous experience and now is a nightmare, I am living the same problem over again and this company is a disaster. I have spoken to several PEOPLE SINCE I FOUND OUT THAT I HAVE TO PAY THEM EVERYMONTH, WHICH I UNDERSTAND THAT IS MY RESPONSABILITY, BUT IF THEY DONT HAVE THEIR RECORDS CLEAR, I LOOK LIKE I AM BEHIND WHICH I WAS TOLD BY THEM TO WAIT TILL EVERYTHING GETS CORRECTED TO MAKE TE CORRECT PAYMENTS, WELL IT HAS BEEN 6 MONTH AND UNTIL TODAY ALL I GET IS HARASMENT LETTERS, DEFAULT LETTERS, THEY HAVE REPORTED MY CREDIT AND HAVE MADE MY ACCOUNT LOOK DELIQUENCY, AND YET EVERYONE OR SUPERVISOR CALLS ME THAT IT WILL BE CORRECTED AND I AM REALLY UPSET, AND DESPERATE IN NOT GETTING ANYWERE ... PLEASE I HAVE HISTORY OF PEOPLE THAT I HAVE SPOKEN, EMAILS I HAVE SENT, COPY OF CHECKS CASHED BY THEM, BUT MY SITUATION IS STILL NOT CLEARED AND CORRECTED, SO THIS HAD LED ME IN REPORTING THEM TO FEDERAL TRADE TO HELP ME RESOLVE MY PROBLEM SINCE ALL THEY DO IS IGNORE ME. ON XX/XX/XXXX. I PAID THEM A CK # XXXX FOR {$770.00} ON XX/XX/XXXX I PAID THEM CK # XXXX FOR {$770.00} ON XX/XX/XXXX I PAID THEM FOR XXXX, PLUS XX/XX/XXXX AN XX/XX/XXXX WITH CK # XXXX UP TO NOW IM UP TO DATE AND THEY KEEP BILLNG ME FOR {$5800.00} AND NOW ANOTHER BILL OF {$3400.00} WHICH DOS N'T ADD UP AND DON'T KNOW WERE MY MONEY IS GOING TOO.. MY ACCOUNT IS STRICTLY PRINCIPLE AND INTEREST ONLY! I PAY YEARLY TAXES AND INSURANCE DIRECTLY TO TAX COLLECTOR AND TO INSURANCE COMPANY TO INSURED HOME,, THE BANK SHOULD NOT WORRY ABOUT THAT BUT ONLY THE PRINCIPAL AND INTEREST. THIS IS NOT GETTING CLEAR ON THEIR END ... PLEASE HELP ME FIX THIS, ASAP THEY HAVE REPORTED TO MY CREDIT WHEN, WHENN I HAVE AN EXCELLENT CREDIT, THEY HAVE HARMED ME IN ANY WAY,, I PAY THEM AND THEY REPORT ME LATE AND DELINQUENCY WTH THEIR COMPANY, PLEASE MY NUMBER IS XXXX. MR . XXXX XXXX, FOR ANY QUESTIONS.THANK YOU
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33012
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing, who services my mortgage, sent me a letter dated as of XX/XX/2020 stating that my hazard insurance has expired, and threatening to " buy insurance '' which " may be significantly more expensive ''. Here are the facts : - The above statement is FALSE. I have paid insurance in effect through XX/XX/2020. - Shellpoint ALREADY ESCROWS for my insurance and HAS A COPY OF MY INSURANCE INFO through closing which recently occurred only 7 months earlier, YET THEY CLAIM MY INSURANCE EXPIRED? - Also, WHY WOULD THEY NEED TO BUY " SIGNIFICANTLY MORE EXPENSIVE '' INSURANCE when I have a regular insurance policy in effect to which I am escrowing and they should be making payment for?? - Lastly, as of today, XX/XX/2020, THERE IS NO RECORD on Shellpoint 's website THAT THEY ACTUALLY PAID MY INSURANCE PREMIUM. MY INSURANCE COMPANY DEDUCTED THE INSURANCE PREMIUM OF {$2300.00} FROM MY CHECKING ACCT BECAUSE THE INSURANCE STILL HASN'T BEEN PAID FROM ESCROW.
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 10306
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A