Date Received: 2020-03-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Compliant Against : New Rez LLC. d/b/a Shell Point Mortgage Servicing, XXXX. XXXX, XXXX, XXXX, SC., XXXX Fees to reinstate my loan are not accurate after loan was transferred to this company. Inflated loan reinstatement amount requested- and Denied Loan Modification for conventional loan. Email sent to companies point of contact informing him of incorrect reinstatement amount. Reinstatement amount grossly inflated. I am XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/2020 I became aware that Shellpoint Mortgage was reporting to all major credit reporting bureaus that I held a real estate loan with their organization. I have never heard of this company and immediately contacted them and they concurred that they have no record of my ever having an account. They indicated that they would contact me within 10 days with at least an update on why they were reporting this incorrect information. They have failed to follow up and the information remains on my credit report. Each call with them results in the same waste of time and non-answers.
Company Response: Company can't verify or dispute the facts in the complaint
State: IL
Zip: 60525
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern My name is XXXX XXXX. I purchased my house in XXXX of XXXX with an FHA Loan with a mortgage Insurance. The mortgage insurance was supposed to be for the first five years and my five years of the loan was up in XXXX of XXXX and the mortgage company should have stopped the Mortgage Insurance. I have submitted several inquiries and the first inquire they told me that once my LTV reaches the required amount and my loan goes down to {$230000.00} the mortgage insurance will be removed. Now that I have reached that amount, they are telling me the mortgage insurance is for the life of the loan. They are steeling my money and there is nothing I can do. I need your help and support to investigate and help with this matter. The law clearly says mortgage insurance for individuals who purchased their loan prior to XX/XX/XXXX is for five years. My mortgage Company is NewRez My loan number is Loan ID : XXXX XXXX XXXX XXXX XXXX Ct XXXX, XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22015
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, we requested information about the balance we owed to Shellpoint Mortgage in order to try and make payments toward the principal only. We received the attached reply on XX/XX/XXXX showing a principle due of {$170000.00} plus the deferred principle of {$160000.00}. It appears that the deferred principal reduction amount of {$110000.00} has been included as a result of several late payments we made due to an unexpected and unavoidable medical situation involving XXXX XXXX that resulted in loss of employment to him for a period of time and additional expenses that forced us to miss several payments. These were all made whole and our loan is now current and has been current. We were not aware of the penalty that would be imposed as a result of missed payments and we never received any notice prior to the first, second or third anniversary of XX/XX/XXXX. We were unable due to serious unforeseen circumstances to make several payments but we would have found family to assist if we were aware or made aware of the severe penalty. We are asking ( begging ) for forgiveness of the penalty and reinstatement of the original terms as we are now aware, regardless of our own personal circumstances we are and will continue to make all payments current as required pursuant to the original documents. As we wrote above, the only reason for our untimely payments were significant and unforeseen circumstances. Had we been aware of the penalty we wouldve found other alternatives and borrowed from family or friends to try to avoid this serious penalty. If this penalty remains in place, it will result in the loss of our family home and prevent us from any financial security. Were therefore requesting your sincere and best efforts to assist us in having our original terms reinstated. Seems predatory.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33013
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original was with XXXX XXXX, ever since Shellpoint took over its been a mess. In XXXX I fell off a ladder working on the property, I was told by XXXX XXXX at Shellpoint that they would be able to modify the loan to take those 2 months and put it at the end of my loan to keep me current because of the XXXX XXXX XXXX I sustained. They never did brought my account current as promised. I have an email correspondence between Shellpoint and myself in that email I stated that once I make this payment I will be current and Shellpoint responded yes, again that never happened and they continued to compound late fees and other fee 's to try and keep me from refinancing my home. They are trying to put me in such a bad financial situation so they can foreclose on my house. If you XXXX Shellpoint Mortgage Serving reviews you will see the numerous compliants, most are the same as me. I have showed my proof to Shellpoint and they never respond.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91701
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: The mortgage company is NewRez, and their major company is Shellpoint Mortgage Service, LLC. They have reported me to all three credit bureaus as being " 30 Days Past Due '' without merit. The dates in question are : XX/XX/XXXX, XXXX ; XXXX XXXX, XXXX ; XXXX XXXX, XXXX. I filed a complaint with your office in XXXX, # XXXX to no avail. This company has initiated the same illegal conduct as I complained in XXXX. I have prepared a written statement listing all actions this company has conducted against me and I would like to submit it as proof. Your process does not permit me to upload this statement. Please provide me an avenue where I can upload this document or send me an email where I am able to submit it. Thank you for your assistance in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we closed on our home with a conventional loan. The company who services our loan is NewRez LLC also known as Shellpoint. Our property taxes were due on XX/XX/XXXX. We received the bill in late XX/XX/XXXX and mailed in the coupon to NewRez c/o Shellpoint using the address for payments. While we are aware this is not a necessary step, I have always done this to ensure that information is shared. In XX/XX/XXXX, we received a Notice of Delinquent Taxes. We were informed that the property taxes were not paid and that a lien would be placed upon our home if payment was not made by XX/XX/XXXX. Late fees were also incurred. We immediately contacted NewRez aka Shellpoint using their one and only customer service number. Our first call was on XX/XX/XXXX. We then made additional calls and were instructed to send a copy of the bill and the notice of delinquent taxes to their email address. We scanned and sent both the tax bill and the notice of delinquent taxes on XX/XX/XXXX. We received an email several hours later stating the email is un-monitored however after additional phone calls, it was confirmed they received the email. We have made no less than 20 phone calls to NewRez aka Shellpoint speaking with several customer service representatives, specialists and one manager XXXX XXXX who assured me on XX/XX/XXXX that she would call me back on XX/XX/XXXX and did not. I left her a message that afternoon with no response. We also contacted XXXX who is the 3rd party property tax services company for NewRez aka Shellpoint and spoke with them as well as filed a formal complaint via email on XX/XX/XXXX. They stated receipt of the email on XX/XX/XXXX. We spoke with XXXX, New Hampshire Town Tax Collector. No payment has been received. They also stated that we would have to pay the taxes via cashier check. They stated that they would not refund our money and if and when NewRez/Shellpoint pays the tax bill, they would have to return the check upon receipt. We also spoke with XXXX XXXX from NH housing as to how to best proceed. He helped us find this website. At this time, we have 7 days to pay our property taxes before a lien is placed on our home. We have contacted the title company who performed our closing who confirmed that NewRez accepted payment and placed our money into escrow. We also confirmed with NewRez that there is more than sufficient funds in our escrow account to pay the property taxes. We have not missed any mortgage payments, or made a late payment. At this time we have overpaid by one month ( as many homeowners do ). We have exhausted every avenue short of going into litigation-which may be our next step as we took money out of our savings to create a cashier 's check for the property taxes plus late fees which is slightly over {$4000.00} We want to make sure that we get our money back into savings as NewRez/Shellpoint now has over {$7000.00} our our money in escrow. Our plan is to pay the tax bill with this cashier 's check on Friday XX/XX/XXXX if the town of XXXX has not received payment from OUR escrow account by this date. We are frustrated. We were told by XXXX XXXX that we are not the only account services by NewRez/Shellpoint experiencing this situation. She stated that she has noticed a cluster of calls and complaints of unpaid property taxes and had no explanation for us as to why this has occurred. We are seeking support as of what to do next in this situation. Our NewRez/Shellpoint account number is XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I took out a mortgage with XXXX XXXX and the loan was sold to NewRez aka Shellpoint Mortgage Servicing. I made my first payment to Newrez XX/XX/XXXX. In XXXX I received the attached letter pertaining to my escrow account ( see attached ). My complaint : XXXX did not require a " cushion '' per my signed mortgage agreement NewRez does require a " cushion '' ( a very big one ). Since Newrez purchased the loan from XXXX how can Newrez require me to pay them a " cushion '' when it is not in the loan agreement I signed and they purchased from XXXX? I have no signed agreement with Newrez so don't they have to comply with what the XXXX loan states?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80111
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have a regular mortgage for my condo that is being serviced by NewREZ financial. I am currently paying Mortgage Insurance ( MI ) because my loan to value ( LTV ) has been greater than 80 %. In XXXX of last year ( 2019 ) I was made aware via a letter in the mail from NewREZ that I could have a BPO or broker pricing option that would value my home and potentially eliminate the MI. This is somehow done via XXXX XXXX because they hold the mortgage. So I agreed, signed the letter and sent it in. I didn't realize that they also wanted a {$150.00} payment. So months go by and i have not heard anything. I give them a call ( maybe in XXXX ) and it is a disaster. First no one I speak of knows what a BPO is. They told me I have to pay {$450.00} or something to get a valuation, and that my LTV. They try to get me to refinance and take out a home equity line and say that will save me money. I decided to see what it will take to refinance with someone else because NewREZ with their sister company Shellpoint Mortgage seem really sketchy to me at this point and I don't even know how my mortgage was purchased by them. I realize refinancing elsewhere is not an option. I send in {$150.00} to NewREZ in XXXX and it is taken out of my principal. Then it is refunded and taken out as a fee or other charge. I call them, several times throughout XXXX and XXXX and it take me a very long time to get a hold of anyone. Most of the operators do not know what a BPO is, they don't see that I paid {$150.00}, they send me to a specialist several times who is a debt collector and doesn't know what a BPO is. I eventually get to a manager a few times and they say, the BPO was never request, or you need to pay {$150.00} or you need to sign something ( all of which I had done and the {$150.00} was reflected on my account ). Eventually I get a random call from some company in Nevada who arranges to send out a real estate agent to value my property. Success. I am reading through the BPO guidlines on XXXX XXXX website, and apparently I am entitled to review the BPO and my lender is required to give it to me. After the appraisal I get a funny email with a letter dated in XX/XX/2019 saying my LTV is over 80 % and still need to pay MI and that i may have to pay down to 60 % LTV if I want MI removed. This is crazy! It then goes on to say I need to get a BPO, which i just did? Clearly they are making some money off of the MI and trying to avoid having it removed. PRicing in my neighborhood have gone up between 10 and 15 % over the last few years due to gentrification and my taxes are soaring so the {$220.00} MI being removed would really help me. I have never missed a payment. I need some help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a copy of an email I sent on XX/XX/XXXX to NewRez LLC / Shellpoint Mortgage Servicing that describes the complaint as well. XX/XX/XXXX NewRez LLC / Shellpoint Mortgage Servicing XXXX. XXXX XXXX XXXX, SC XXXX RE : NOTICE OF ERROR Dear NewRez / Shellpoint Mortgage Servicing Staff : I am sending this NOTICE OF ERROR to notify NewRez LLC / Shellpoint Mortgage Servicing for the fourth time that the company has NOT paid my Property Taxes for my property located at XXXX XXXX XXXX, XXXX NH XXXX. This tax was due on XX/XX/XXXX, and I am including a copy of the tax bill with this email. My Escrow Account with NewRez currently has {$5600.00} [ this amount is now {$6200.00} ], and has had plenty of funds in my account to pay this bill when and since it was due. This is the fourth time [ since the sending of this email, there were three additional contacts with NewRez for a total of seven contacts ] that I have notified NewRez LLC / Shellpoint Mortgage Servicing over the past month [ this has now been two months ]. I called your customer service department on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX [ later XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ]. Each time I was assured by your representatives that they could see the error and that the payment would be made as soon as possible, but that it could take a couple of weeks and that the company actually had 30 business days to make the tax payment. During the last call on XX/XX/XXXX, I was told that the matter would be escalated, and that I would receive a call back on Friday, XX/XX/XXXX, with a status. I did not receive a call back. At this point, I am very disappointed, but I am also very concerned [ on XX/XX/XXXX, I was told by a representative that the taxes were set to be paid on or before XX/XX/XXXX, so I have waited, and the taxes have still not been paid as of XX/XX/XXXX ; on XX/XX/XXXX, I was told that the issue has been escalated and someone should contact me back within 48 hours ]. Please pay the property tax payment of {$3300.00} plus any additional fees and interest, which representatives have assured me will be paid by NewRez, and resolve this matter as soon as possible. Please let me know if you need anything else from me.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A