Date Received: 2020-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The that took over servicing my loan is NewRez. NewRez is a subsidiary of Shellpoint Mortgage and does not actually receipt payments directly. Payments mailed to NewRez them take up to 2 weeks to credit and then they add late charges and and send notices out. Customer Service is abysmal to non-existent as a supervisor will not speak to you directly, they must call you back. Due to the issues with their payment processing, despite them having been paid current on XX/XX/XXXX, they received a payment 32 days past the due date. This is two days past the 30 day payment deadline. Even so, they have just placed a late payment report on my credit yesterday. This seems vindictive and retaliatory as I complained about the amount of mail I was receiving a week ago on XXXX XX/XX/XXXX ) and they were paid in full on XX/XX/XXXX, over two weeks prior. I received over 4 letters ( one certified ) in the week of the XXXX. I called to verify they had received my payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85718
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Our complaint actually involves something slightly different than the categories available. We were advised to pick one and explain here what the actual complaint was. We are in the process of adding a building to our property and had to have our property re surveyed. After doing so we were then required by our county to send the new plat to our mortgage company ( Shellpoint ) for their signature and then Shellpoint was to send it back to us to then be submitted to our county for finalization before we can build. We sent the plat to Shellpoint and required it be signed for upon receipt. A person named XXXX XXXX signed the receipt on XX/XX/2020. On XX/XX/2020we called and spoke to XXXX. She did not have any answer for us and said she would call back. Did not. We called back XX/XX/2020 spoke to XXXX about the same and she said would look into it and call back. Did not. On XX/XX/2020we called again spoke to XXXX XXXX she said she would look into it and call back. Did not. We explained our problem and asked for a supervisor and were told there were none. We were told that the place that might have our plat did not have any phones in that section so we could not call them directly. Many calls were made for the next two weeks leaving messages and no call backs. On XX/XX/2020 Reached XXXX XXXX, had a conversation with her which seems promising and she said she would call back. She did not. Called her direct number as given, we left a message at XXXX. Called her again at XXXX and left another message. No call back. On XX/XX/2020 we call XXXX XXXX again and left another message. No call back. We then called the main number on XX/XX/2020and spoke to XXXX and she said much the same that she would look into it and call back. On XX/XX/2020we actually got a call back from XXXX XXXX said she has the plat, she stated that she needed some forms filled out and sent back before she could proceed. We filled out forms and promptly sent them back that day. We called XX/XX/2020 and left a message. No return call. On XX/XX/2020we called XXXX XXXX and she stated that the plat was across the street and she would go over and get it and send it. She stated that she believed it was signed. She said it should be to us in a few days. It did not come. We called her on XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX and her voicemail box said each time it was full. So unable to reach her. Again on XX/XX/2020called main number and left our number for call back. Called again at XXXX and XXXX and spoke to XXXX. She said she would call back and never did. We tried everything that we can to communicate with this company to no avail. We even called and emailed the CEO XXXX XXXX and no response. We are exhausted and desperate at this point. This company is holding our legal document hostage and we are unable to move forward until we receive it back, signed by them. We have had to apply and pay for an extension on a building permit due to this delay. We implore you to help us with this issue we are having with Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Escrow Balance : IS {$2600.00} I HAVE ASKED SHELLPOINT MORTGAGE SERVICING TO PAY INSURANCE OUT OF ESCROW I HAVE ALREADY PAID {$1300.00} .THE PAYMENT IN THE SUM OF {$2100.00} TO INSURANCE COMPANY THE PAYMENT IS DUE BY XX/XX/XXXX AND {$450.00} PER MONTH GOES INTO ESCROW EVERY MONTH.XX/XX/XXXX TAXS BILL ALREADY WAS PAID.THIS IS THERE RESPONSE : Thank you for contacting Shellpoint Mortgage Servicing. Your initial inquiry was sent to the Insurance Department and is still under review Please know that although your request may be completed sooner, it can take up to 30 business days for your request to be fully reviewed, processed, and completed by our Insurance Specialists. Once completed, someone will respond to your initial inquiry. If you would like to check on the status of your request, please call us at the number shown below for the most up to date information, as the account will be updated once it has been reviewed. If you need further assistance, please call our customer service department at XXXX. Thank you, Loan Servicing Department Shellpoint Mortgage Servicing XXXX ( p ) XXXX ( f ) XXXX
Company Response: Company believes the complaint is the result of a misunderstanding
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am a widow that got diagnosed with XXXX XXXX XX/XX/XXXX. My prognosis was not good and I had no other recourse because of medical and financial reasons to let my California home, my primary residence, be sold at a non-judicial Trustee Sale for the first deed of trust XX/XX/XXXX. On that day, the property reverted to the beneficiary, XXXX XXXX XXXX XXXX XXXX, for {$410000.00} which satisfied the {$380000.00} first deed of trust in full. XXXX was servicing the first deed of trust loan. I received a 1099A from XXXX to support the result of the XX/XX/XXXX Trustee Sale. The XX/XX/XXXX, 1099A was correct and I filed it with my XX/XX/XXXX taxes. To my alarm on XX/XX/XXXX, over a year later, I received a 1098 for XX/XX/XXXX, from a company I did not recognize, New Rez LLC dba Shellpoint, showing that I was still the mortgage holder and still responsible for the {$380000.00} loan and still the owner. The XX/XX/XXXX, 1098, showed that I paid into an escrow account in XX/XX/XXXX for {$2100.00} for property taxes. I never paid into an escrow account, and the {$380000.00} was satisfied in full. The 1098 showed NewRez acquired my loan XX/XX/XXXX. The 1098 was erroneous ; should not have had my name on it. I immediately contacted the company by certified mail and fax, providing legal documents and correspondence advising that I am not the owner effective XX/XX/XXXX. I followed up with a phone call to the company. I spoke with XXXX, a rep in customer service. She acknowledged that the company had received my legal docs and correspondence. I asked to speak with her supervisor. The supervisor, XXXX XXXX, refused to speak with me saying through XXXX, that NewRez would not take my name off of the loan and NewRez would not send me a corrected 1098. NewRez recognized me as the mortgage holder/owner. Ms. XXXX said I DO owe the {$380000.00} mortgage though they have the legal docs proving otherwise. The stress of this situation is almost too much to bear. I have since discovered that NewRez purchased XXXX. I have also discovered the property has been sold twice since I owned it, once XX/XX/XXXX and again XX/XX/XXXX. I feel NewRez is knowingly trying to take advantage of me and intimidate. I have uploaded files to submit. The Trustee Sale document shows that the property reverted to the beneficiary, XXXX XXXX XXXX XXXX XXXX, on the date of the Trustee Sale, XX/XX/XXXX which is the date my ownership ended. The other document is from XXXX County, the county where the property is located, shows the Trustee Sale was recorded XX/XX/XXXX. ( Personnel from XXXX County say the delay to record is normal. ) I have submitted the correct 1099A for XX/XX/XXXX from XXXX. I have submitted the incorrect 1098 for XX/XX/XXXX from NewRez. Thanks so much for your help.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage co, XXXX, filed for chapter XXXX and my mortgage was sold to Shellpoint mortgage services. Although my loan was in good standing with XXXX immediately Shellpoint declared me in default with intention to accelerate. My subsequent payments to Shellpoint have not been credited to my mortgage. They are billing me for forced insurance after I obtained private insurance and notified Shellpoint, which their insuance dept.acknowledged. Phone calls have been useless. I have sent copies of my bank statement as proof of payment. Shellpoint received these documents XX/XX/2020 but have not acknowledged them. My latest billing from them shows 0 payments since they took over XXXX. My money seems to have disappeared into Shellpoints ' rabbit hole.I have tried several times to contact one of the various point people they have listed but I have not ever been able to speak to any of them, even after 20 to 30 minutes on hold.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 845XX
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX to Shellpoint in XX/XX/XXXX and they said that my insurance had been cancelled which was not true. I sent them proof on insurance from XX/XX/XXXX forward which showed insurance was never cancelled. Then they sent me second letter dated XX/XX/XXXX which I received XX/XX/XXXX that said I did not show coverage for the month of XX/XX/XXXX ( letter attached ) so they would place insurance for that 1 month and charge me {$77.00} I immediately emailed them proof of insurance for the month of XX/XX/XXXX. ( see attached email and proof of insurance for the month of XXXX XXXX ). But as you can see from the last letter they are charging me the insurance premium of {$77.00} for the month of XX/XX/XXXX anyway. I have made a number of calls to them and this has not been resolved. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX has filed for bankruptcy and sold the mortgage to NewRez. NewRez has in turn sent a full page of fees that I never agreed to when I took the loan, including an extra {$3000.00} to pay off the loan in full. One of the reasons XXXX declared bankruptcy is that the government received so many complaints about them having made so many exploitative fees. While NewRez 's website for payments is in fact better, their fee structure looks much like XXXX 's before XXXX was hit with so many complaints and had to deal with the government. I seek relief from the government from these new and exploitative fees. I did not agree to them and NewRez should offer an alternative of allowing me out of the loan and home ownership if they want to modify the agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 361XX
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint is my mortgage company and in XXXX I received a letter advising that they needed an updated HOA insurance policy from my Condo Association Board. I contacted the Assoication and that same day ( XX/XX/2020 ) they faxed the HOA insurance page to Shellpoint and emailed me a copy of the successful fax cover sheet. On XXXX XXXX I received a letter from Shellpoint advising me they did not received the HOA info. I called Shellpoint and spoke to a representative who advised me they did not receive the fax and to resubmit which I did via email. The end of XXXX I received another letter from Shellpoint stating they still did not receive the document. I called again and was advised to upload the docment directly into the Insurance dept. website, which I did. Today I received a letter from Shellpoint advising that effective immediately I was being charged {$1400.00} for the month of XXXX for lack of insurance coverage! I went onto the Shellpoint site to stop my auto payments until this is resolved & Shellpoint would not allow me to remove my bank information! I called Shellpoint Insur. Dept. and was asked to leave my phone number and they would return my call, I never received a call back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06854
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX sold my loan to NewRez, effective XX/XX/2020. I received a letter in the mail ( that I did not get until XX/XX/2020 ) dated XX/XX/2020 stating that effective XX/XX/2020 the servicing of my mortgage loan ( collecting payments, paying taxes and insurance, etc ) transfers from XXXX to NewRez. In the meantime, I had made my XXXX payment to XXXX .... Ironically after I left a message with customer service at NewRez, my mortgage payment was refunded to my bank account ( on XX/XX/2020, making my XXXX payment over 30 days late ). Today, XX/XX/2020 I have attempted to reach NewRez twice - once at XXXX, where I was on hold for 6 minutes until I elected to request a call back. I left all of my information on the voicemail and have yet to hear back. At XXXX, I called back. This time, I was on hold for 31 minutes, never to speak to a anyone. I eventually called back and was able to make a payment by phone, but it is still late. Make matters worse ... .I 'm in the middle of trying to refi!! I have never had a late payment and this will be my first. I can not get a hold of a human to discuss/request assistance to get it resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2020-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Have disputed several times with 3 credit reporting agencies to correct the principal balance and interest rate and payment history on said loan with Shellpoint Mortgage company. Shellpoint is reporting incorrect information to 3 credit bureaus on Account principal balance and interest rate and payment history.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A