Date Received: 2020-03-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to contact a company called NewRez about our mortgage loan they acquired. i have tried calling them since XX/XX/2020. i emailed them on XXXX XXXX i even called their sales team on XX/XX/XXXX and XX/XX/XXXX, only to be told by the sales team they were sorry they couldn't help us. i have sat on hold EVERYDAY since XX/XX/XXXX for at least 1 HOUR, and NEVER spoke to anyone! i have yet to get a response from my email on XXXX XXXX i have even left a voice message for someone to PLEASE call me back. NOTHING! i can not get in touch with anyone in service whether by phone or email, for now going on 22 days! All i am trying to do is defer my XXXX and XXXX payments to the end of the loan or just pay the interest for those two months because of the virus. our money is tight just like everyone else, and i am just trying to 1. make sure it is okay to do one of those options, and 2. our credit will not get XXXX up because of this predicament. all i am asking for is to be able to talk to someone, PLEASE!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 700XX
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: With every monthly payment, I pay some extra payment and payment coupon clearly indicates the extra payment should be applied to extra principal. My contract allows me to pay off the loan without any penalty. As far as I can tell, NewRez is " unaplying '' any extra payment. In XX/XX/2020, I paid {$5000.00} toward my monthly payment of {$1300.00}. I had specified in the payment coupon that {$3600.00} to go toward extra principal, {$78.00} toward the escrow shortage NewRez collect. Instead of applying these payments, NewRez " partial payment unapplied '' all the amonths but {$78.00}. According to the XX/XX/2020 statement they reversed all the " unapplied payments '' and indicated I owe {$760.00} toward my XXXX payment. However, in XX/XX/2020, I sent NewRez {$2000.00}. They again " unapplied '' some portions of the payment and charged me {$54.00}. I seriously doubt the company is not practicing the proper financial standards and needs to be looked into.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OR
Zip: 97303
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: On XX/XX/XXXX, I spoke to XXXX XXXX ( SPOC - Single Point of Contact ) regarding my account. Mr XXXX advised that after I made a payment on XX/XX/XXXX, he would submit a Deferment for approval to bring my account current. On XX/XX/XXXX another payment came due and I had not heard from Shellpoint if the Deferment was approved or declined by mail, email, or phone call. If the Deferment was approved and processed after XX/XX/XXXX then the Deferment should bring the account current, due XX/XX/XXXX. On XX/XX/XXXX, I called Shellpoint to see if the Deferment was approved or declined. I was advised the Deferment was approved on XX/XX/XXXX. I advised that I never received a call or Deferment Agreement stating that I was approved and to acquire my signature. I advised that I was told that the Deferment would bring my account current. I did not receive a phone call back regarding the due date being adjusted to XX/XX/XXXX. On XX/XX/XXXX, I received the XXXX Mortgage Statement dated XX/XX/XXXX showing the account 2 months past due. Again I called Shellpoint to discuss the fact that the Deferment was supposed to bring the account due for XXXX. On XX/XX/XXXX I called XXXX XXXX at Shellpoint and left a message about the Deferment bringing the account due for XXXX. That same day I received a XXXX XXXX XXXXackage from Shellpoint. The letter is dated XX/XX/XXXX. Congratulations! you are approved for the Deferment Program. So I received the letter on XX/XX/XXXX that the the Deferment was approved. XX/XX/XXXX is 39 days after the Deferment was approved and processed. On XXXX the account was due for XXXX and XXXX. When I called Shellpoint back again to ask why a letter is not mailed to the borrower advising me that the Deferment was approved and processed on XX/XX/XXXX, I was advised that it is not automated and it takes time. I know that loss mitigation lays out a timeframe in which a letter needs to sent to the borrower. Also does the Deferment Agreement have to be signed by the borrower in Pennsylvania? I made a payment in XXXX and XXXX. If the Deferment was processed to bring the account current I would be current. Instead I'm due for XX/XX/XXXX. This has caused another issue. When I go online to make a payment with no fee to process my payment, I am not able to because the account is past due. So I tried to process on the automated phone system {$5.00} fee but that is not allowed because the account is past due. So I have to make a payment through a Shellpoint representative ( {$15.00} fee ). On XX/XX/XXXX, I was charged a late fee of {$12.00}. When I paid on XX/XX/XXXX, I was forced to pay through representative, thus being charged in essence a second late fee of {$15.00} I am looking forward to hear from you if you are able to help me with the issues with my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15010
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am an heir of my father 's property who died in XXXX. At the time a loan assumption paper was signed by me and my siblings ( 4 total ) to assume his first mortgage but the loan assumption was not signed by XXXX XXXX to bind the contract. There are two other mortgages that was deferred until XXXX and XXXX that is good standing. At the time the first mortgage was assigned to XXXX XXXX. During that time we appointed my sister as the legal representative and she tried to assume the loan but did not pass the probation. However, during the process XXXX XXXX sold it to XXXX only in my sister 's name and my deceased brother who was XXXX XXXX and could not XXXX enough to understand what he was signing ( if he signed it ). Prior to the loan going to XXXX I had to go through a lot to get XXXX XXXX to give me information about the loan but by the time they did it went to XXXX Because I was an heir and had assumed the loan so I thought. I do not believe that it was fair and I believe that XXXX and Shellpoint Mortgage Servicing violated my rights to the information regarding my deceased father 's loan. And due to their negligence I was not able to get information about the loan until XXXX and learned that she had no paid rent since XXXX. My sister abandoned the property and I have moved in to save it from foreclosure which has a sale date XX/XX/XXXX at XXXX XXXX and Shellpoint Mortgage Servicing will not allow me the time to resolved this matter. Because I they withheld information from me since they first received the loan from XXXX in XXXX and did not discuss it with me until XXXX after reporting it to my credit ( which was disputed because they did not allow me to access any information about the loan ). I even tried to get them to send the information to my P.O. Box but they refused stating that they could only send it to one address ( there was four borrowers ) .I believe that they should allow me 4 years to resolve this matter and not 4 or 6 months because the arrears is now at least 48,000. Had the not refuse to give me information about the loan something could have been worked out before it got to that amount. Since sending in documents to FINALLY get access to the account they have added my name to the loan but honestly I do not believe the document that they are basing it on is legal and binding without XXXX XXXX signature on it ( which means the loan should be still in my deceased father 's name ). Upon learning all that I have about the loan I petitioned the court to reopen my father 's estate to have my sisters name removed from legal representative. It was removed and I was appointed the legal representative in XX/XX/XXXX. I goal is to get our property that have been in the family since XXXX out of foreclosure and clean up my father 's estate which can not happen in 4 to 6 months. I was told by one of Shellpoint representatives that there was no point in giving an attorney my money to stop the foreclosure with a Chapter XXXX bankruptcy because it will not happen. Based on the incomplete documents the loan is still in my deceased father 's name and it was not only in my sister and brother 's name because nothing was officially assumed or modified. Due to the confusion that has been created my brother refuses to do a quit claim deed or loan assumption to protect his asset and my sister who was allowed to create such a mess as abandoned the property with no forward address or phone number. Given the present circumstance as my father 's personal representative I should be able to either reinstate his loan and have a payment plan for at least 4 to 5 years to pay the arrears without modifying the loan which would require the signatures. I have been advised to get from the courts and other agencies to get legal representation but the attorneys that I have spoken to all say that because of the date of the sale they are unable to take the case because of their workload. I was referred to you from the XXXX XXXX County Community Development in hope that you can help to stop this foreclosure and five me time to resolve this being that they neglected to give me the information all these years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 214XX
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was approved for a deed in lieu with XXXX several years ago. Shellpoint is now sending me letters asking me for payments. Smh
Company Response:
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I XXXX XXXX XXXX XXXX am filing a complaint of New Rez LLC / Shellpoint Mortgage Servicing due to I emailed a former supervisor there on XX/XX/2020 by the name of XXXX XXXX with attachments I would like for you to investigate as my email contained attached documents for him to resolve this matter before they decided to increase my mortgage payment to {$2000.00} and create an escrow shortage for me when they duplicated payments to XXXX XXXX XXXX XXXX in XX/XX/XXXX and XXXX of XX/XX/2020then I received a letter of my investor well my investor hired New Rez LLC / Shellpoint Mortgage Servicing so when I reached out to the Investor they were not happy as they know that New Rez LLC / Shellpoint Mortgage Servicing is out of compliance. I am requesting for your immediate attention on this matter along with disciplinary action as I do not understand how a supervisor XXXX XXXX has a right to neglect my request for assistance to resolve my concerns on my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am complaining about Shellpoint Mortgage Servicing. I consistently pay them, and they consistently send me certified mail threatening to foreclose. I continue to pay them every month. My payments are late due to financial difficulties, but I pay them every single month. When I speak to the collections department, I am told that the threatening letters are a " formality '' and that as long as I pay, they will not foreclose. These letters cause me significant amounts of stress. I have made regular calls and explained my situation to the company, and have continued to pay. These contradictory business practices have caused me duress and pain. Shellpoint is too aggressive. I do not believe the company when its staff says there will be no foreclosure, yet the letters indicate that this is the overall plan. The company says that it does not want my home. I do not believe them. This company is acting in bad faith and doing harm to its customers. I will also be writing to my Member of Congress to address these concerns. The company 's recent conduct also makes no mention, nor even offers any supportive words, concerning the Federal Government 's recent moratorium on foreclosures.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The details are covered in CFPB complaint # XXXX I did get a response to the complaint from NewRez, but it is incomplete and inaccurate : 1. The Town taxes listed on the NewRez web portal show {$3200.00} payment due on XX/XX/2020 and {$3200.00} payment due on XX/XX/2020. These are incorrect for the property in XXXX, MA. These are actually the tax values for my property in XXXX, MA. So the tax information is still incorrect and needs to be updated by NewRez 2. The Insurance information supplied by NewRez is for my property in XXXX, MA and it clearly states this in the information that was sent in response to my complaint. The policy premium listed in the Doc and on the NewRez portal ( {$1300.00} ) is for the XXXX property. XXXX XXXX has the policy and loan information correct for both the XXXX and XXXX properties. NewRez needs to update their incorrect information. 3. I have not received a response to my request for a root cause of the initial problem with the incorrect property address in the NewRez system. And I did not get a response to my request for compensation for the time that I have had to take to resolve all of NewRez 's problem servicing my loan. 4. I have now left 2 voicemail messages with XXXX XXXX ( listed as the Compliance Department contact ) - with no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: What is this complaint about? SHELLPOINT Mortgage Company recently acquired my mortgage from XXXX XXXX XXXX. My property is a Condominium. Shellpoint requested the HOA Insurance Information by submitting a letter to me requesting that I submit it. I informed Shellpoint that I called the Property Management office and requested the information. A second letter was followed up with a threat that they will automatically select an insurance plan for my building complex and I will be responsible for paying for that insurance. I submitted a letter to them informing them that I am not responsible for the insurance coverage for the Condomium Complex, that I have contacted them and requested the information. After numerous calls on my part, I reached the Condomium Complex and they informed me that they had already submitted the information to Shellpoint and did not understand why Shellpoint continue to call me for that information. In addition, Shellpoint created an Escrow account on my behalf and charged my account in the amount of {$730.00}. I called Shellpoint and complained and the amount was deducted. However, again I am in receipt of a letter asking for proof of wind insurance for my personal Condo. That information was also submitted to Shellpoint by XXXX. Again I received a letter from Shellpoint threatening me that they will bill me for the additional insurance. Step 2 : What type of problem are you having? Claims of inadequate insurance and Shellpoint has acquired insurance on my behalf after submitting the insurance proof they requested. Step 3 : What happened? They continue to threaten and harass me regarding the additional insurance. And will add the additional cost to my mortgage payments. I do not have a current escrow account. I pay my insurance directly to XXXX, and I also pay my annual taxes directly to the State of Maryland. I have no PMI on my property. I put a down payment of {$30000.00} when I bought my property Step 4 : What company is this complaint about? SHELLPOINT MORTGAGE COMPANY Step 5 : Who are the people involved? XXXX XXXX XXXX, OWNER AND SHELLPOINT MORTGAGE.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My complaint is with Shellpoint Mortgage. Shellpoint Mortgage acquired my mortgage account and the first payment was processed in XX/XX/XXXX. My XX/XX/XXXX payment via Shellpoint online service failed to process due to an error with Shellpoint systems. After contacting the customer service number on six different occasions, I provided information over the phone, a payment was processed, and I received a confirmation number for the transaction. I was reviewing my paying ( sending ) bank account on a daily basis to confirm the payment had been processed by Shellpoint Mortgage. I contacted Shellpoint multiple times between XX/XX/XXXX and XX/XX/XXXX to confirm payment. After receiving an alert that my credit report contained negative information, I contacted Shellpoint for resolution and was told to submit an email as a formal complaint / request and my concern would be addressed within 30 days. To date, Shellpoint has not provided any information and continues to report a late payment on the account for XX/XX/XXXX. Timeline follows : XX/XX/XXXX : Submitted payment at Shellpoint website. XX/XX/XXXX : Received confirmation of payment. XX/XX/XXXX : Payment had not processed from my bank account ; called Shellpoint customer service line and was told by operator that there was a systems error of unknown cause. I provided account information and made a payment over the phone. Operator provided confirmation of payment. XX/XX/XXXX : No payment had processed and I contacted Shellpoint customer service. I was assured payment was " in process ''. XX/XX/XXXX : I checked Shellpoint website and saw 'returned ' item and fee. No notice of returned item. I again called customer service line and was told the reason was 'unknown ' as to why payment didn't process. I again provided payment information over the phone and made a double payment ( XX/XX/XXXX and XX/XX/XXXX ). XX/XX/XXXX : Payment correctly processed for both XX/XX/XXXX and XX/XX/XXXX payments. XX/XX/XXXX : Contacted Shellpoint Mortgage and again operator was unable to explain why previous payments did not process properly. I requested refund of {$120.00} I had been charged for payment processing and late fee errors. XX/XX/XXXX : Again contacted Shellpoint Mortgage and was assured that there would be no negativer reporting to my credit report and fees were being reviewed. XX/XX/XXXX : Shellpoint Mortgage reported a late payment to XXXX, XXXX, and XXXX. XX/XX/XXXX : Called Shellpoint Mortgage customer service number as was told my complaint must be submitted via email to XXXX. I submitted detail complaint. XX/XX/XXXX : Called Shellpoint Mortgage and was advised that I would receive a response within 30 days of my email dated XX/XX/XXXX. XX/XX/XXXX : Shellpoint Mortgage has never responded to my inquiry for confirmation of account activity, has not responded to my request for correction of credit reporting, and has failed to notify me in any fashion regarding my request for reversal of fees. I have followed FCRA process with XXXX, XXXX, and XXXX credit reporting agencies. I notified Shellpoint Mortgage representative that I am in the process of a significant career change which requires extensive background checks including consumer credit reporting and I expressed my concern over the potential negative impact of their delay in responding to my request for review and correction. As of this writing Shellpoint Mortgage has failed to provide updates, explanation, corrected credit reporting, or any explanation for their failure to address fees created by Shellpoint 's failure to process my mortgage. After multiple attempts to pay my mortgage via the online portal, I was successful in scheduling a payment for Friday ( XX/XX/XXXX ). After I did not see the funds leave my bank account by the close of business on XX/XX/XXXX, I called the customer service center and was told the payment would post in the next few days. On XX/XX/XXXX I logged in to check and I saw the NSF assessment and the returned payment notification. I immediately called the call center to identify the problem as I did not want the online error to generate a late payment issue. I was assured under RESPA and the FCRA that I did not need to worry about the error. I provided payment information over the phone for a payment and received a verbal confirmation that the payment had posted. Over the next few days I watched my bank account carefully and noted no funds were paid and verified with my bank that no action was initiated to attempt to pull funds. I called the call center again and was told to give it a few days. On XX/XX/XXXX I checked the NewRez website and saw another NSF charge and a reversal of the payment. I again verified account number, routing number, and loan account number. I was told to check back and the problem would be researched. On XX/XX/XXXX I posted two payments and again called to verify my concerns that the payments be processed and there be no negative reporting on my credit report. Based on the information I see on the website, it appears you are reporting my XX/XX/XXXX payment as not remitted until XX/XX/XXXX. This information is not correct and the delay in the payment is a direct result of a number of issues which have yet to be identified. It appears at this point the online payment processing system is functional and working. I do hope any issues have been resolved and I wont have problems conveying payments moving forward.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55044
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A