Date Received: 2020-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My HOA switched insurance companies on XX/XX/2019. My mortgage servicing was also bought by Shellpoint Mortgage Servicing. In XXXX they sent a letter threatening to buy mortgage insurance if I did not submit proof of insurance. Evidently they did not obtain this from my previous mortgage servicing company when they bought the rights. I contacted my HOA, was emailed proof of insurance, and forwarded that to Shellpoint Mortgage Servicing on XX/XX/XXXX. Approximately a week later I called Shellpoint to insure they received the HOA insurance. They said they did, but the individual on the phone said the new coverage began on XX/XX/XXXX, and they possibly would need proof of old coverage from XX/XX/XXXX-XX/XX/2019. She said shed submit it and theyd let me know. Approximately a week later I received another letter threatening theyd purchase coverage from XXXX XXXX if I didnt submit proof of old coverage. I again contacted HOA, was emailed proof of old coverage, and forwarded that to Shellpoint on XX/XX/XXXX. XXXX week later I called to follow up with Shellpoint, and they claimed they never received it even though I have proof email was sent. Individual I spoke to said to email directly to her, which I did while we were on the phone, and she confirmed she had received it. This was on XX/XX/XXXX. On XX/XX/XXXX I received a letter dated XX/XX/XXXX ( day after she confirmed she received it ) they Shellpoint hadnt received proof of insurance and they bought insurance for me. I had submitted proof twice the week prior to the date on their letter. I shouldnt be harassed for the same information, I have proof of insurance and proof of submission. This is a clear violation of consumer protection laws by Shellpoint Mortgage Servicing.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MO
Zip: 63130
Submitted Via: Web
Date Sent: 2020-03-03
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: I requested multiple times for NewRez mortgage servicing company to remove my escrow account. Loan originated XXXX and far exceeds the 80 % loan to value requirement. The written request for escrow removal was sent XX/XX/XXXX and several calls were placed since that time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53216
Submitted Via: Web
Date Sent: 2020-03-03
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: My loan is owned by XXXX XXXX, but now serviced by New Rez. Until summer XXXX my loan was serviced by XXXX XXXX. Home prices in our area are significantly higher than when we purchased over 2 years ago. As I was preparing to file the paperwork to request to drop PMI with XXXX, my loan servicer was switched to New Rez. I figured that I would need to get New Rezs version of the paperwork to drop PMI. Getting the paperwork took a considerable amount of time and energy, but I finally got the forms I needed to file to request to drop PMI with a BPO. I filled out my paperwork and signed my check for the BPO around XX/XX/XXXX. From what I have been told the check was received around XX/XX/XXXX. According to my bank the check was cashed on XX/XX/XXXX. I filled out the New Rez paperwork as instructed, physically attached the check to the paperwork, and wrote BPO on the memo line of the check. On XX/XX/XXXX I was concerned that I had not heard anything about the result of the BPO, so I emailed New Rez requesting and update. On XX/XX/XXXX almost two weeks later I called, because I still had not gotten a response to the email. I was informed by New Rez that my request to drop PMI was miss handled on the New Rez Side. They told me that the check had been put towards principal and not a BPO. They agreed that what happen was not right and were going to expedite a request for a BPO. On XX/XX/XXXX I received a phone call from a Broker contracted by XXXX XXXX who was contracted by New Rez to complete the BPO. In that phone call I asked some general questions about how comparable properties would be selected. The Broker stated that he had many years of experience in my area and that land size is one of the biggest driving factors. After receiving a denial to drop PMI, I requested a copy of his BPO for my records. On XX/XX/XXXX I received the copy of the BPO. To my surprise I notice that the Broker used 3 sales with land size ranging from 2.89 acres to 10.01 acres and three listings one with 40 acres, one with 5 acres, and one with 3.57 acres. I have a 35 acre property and none of the comparable properties received any adjustment for land size. That same day I emailed the Broker to ask why he said land size was one of the biggest driving factors, but made no adjustment for it. He stated that the form he was provided with did not allow for adjustments. He stated that it did not seem reasonable to have a form without room for adjustments. He said it is up to New Rez to assume the value added by the larger land size. He then stated that he thought I should appeal the result. I was a was confused about why the form did not allow for adjustments that the Broker stated should be there. On XX/XX/XXXX I called XXXX XXXX to seek clarification. XXXX XXXX stated that there was a way to make adjustments, and the Broker was mistaken and must not have understood that. They stated that they could help the Broker with where on the form to make those adjustments, but only if New Rez would request in writing to have the mistake corrected. I then called New Rez and requested that they send a request to XXXX XXXX to have the mistake corrected. Per New Rezs direction, I sent that request in by email on XX/XX/XXXX. On XX/XX/XXXX I received a form letter which ignored the XX/XX/XXXX email and stated I could provide more comparable sales if I didnt like the ones provided in the BPO. I called and sought clarification from New Rez. I was told to send in a copy of the email conversation with the Broker that showed what he stated before. I then sent that email in. On XX/XX/XXXX I had not received any response to the information sent in. I called New Rez and was informed that they had printed a letter the day before. I was read the letter over the phone. The letter again ignored the mistake by the Broker and stated that I did not meet the qualifications based on LTV. I have been patient. I requested New Rezs version of paperwork. I have correctly filled out the New Rez paperwork request to drop PMI. I have provided the paperwork that was requested. New Rez has failed to treat me fairly. I am now out of pocket months worth of PMI payments. New Rez mishandled my BPO payment and now refuses to address the issue of a mistake by the Broker. It seems as though New Rez will do anything and everything to keep from dropping PMI on my loan. I am at my wits end and feel that I have no other option, but to file this complaint.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint mortgage servicing filed a NOD on our home after receiving good funds in the amount of {$39000.00} and mailed our check back to us dated XX/XX/2019. 4 days later they filed a notice of default on our home. My wife and I were charged 28,000 apox. in fees which we paid them. We saved our home and paid them off in full. I was doing the math and we paid numerous fees and impounds which we did not receive back. I was told today per a rep that no money will be coming back to us. The reason why our loan went late is that I was diagnosed with XXXX and was quite ill at the end of last year. I tried everything to correct the problem with shellpoint and they were no help, just wanted out home since we have so much equity. I am attaching the check and letter from shellpoint. This is straight predatory lending under the definition set-fore from our government. I'm sure they do this with any that has medical or other financial problems that arise.
Company Response: Company disputes the facts presented in the complaint
State: CA
Zip: 939XX
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were scheduled to reach 78 % LTV on our mortgage in XX/XX/2019, so our PMI should be removed by the company. I called them in XXXX to see what we needed to do and was told that it would automatically take place in a couple of months, but that I should call back and keep on top of it because sometimes they " forget '' to remove it. So I called back 2 months later and was told that our Escrow would have to be recalculated to remove it and that it would be done in the next few months and we would be receiving a statement int he mail. On XX/XX/XXXX I received our new Escrow statement and the PMI has not been removed. Not only have we been charged {$260.00} in PMI payments that we shouldn't have, we are scheduled to continue paying them through next year. I have tried to reach out via phone several times and can never get anyone on the phone - I just sit on hold for over an hour. I have also tried to reach out via email through their website, but I am not getting any answers on when this will be resolved. I spoke with someone today and she can't figure out why it hasn't been removed or how to help me. I don't want to have to get a lawyer involved and I'm trying to get this resolved without having to take legal action. Any help from anyone on how to resolve this is appreciated.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 78665
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I set up a payment plan in XX/XX/XXXX to split my XX/XX/XXXX payment over the next three months. So instead of {$710.00} I am paying XXXX in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Because the payment is different from my normal payment I an not pay online or the automated system over the phone. I was not given this information when I set up the payment plan, and was only told when I called in later on XX/XX/2020 confirming that the payment plan was set up. I can only pay with a person over the phone and they charge {$10.00} to complete the transaction. Today XX/XX/2020 the customer service representative said he could waive the fee, but only if I set up a payment for next month at the time of this transaction. I tried to set up a bill pay with my bank but it wouldn't get there in time so paying over the phone with a person was my only option.
Company Response: Company believes the complaint is the result of a misunderstanding
State: GA
Zip: 30310
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez became my loan servicer in XX/XX/XXXX ( mortgage was originated in XX/XX/XXXX ). My first payment was due to NewRez in XX/XX/XXXX, which I made. I subsequently made a payment in each of the following months. Suddenly in XX/XX/XXXX I was contacted by NewRez to inform me that I am 1 month behind on payments. As I had made a payment is each month, I thought this must be an error. I have called and emailed NewRez a dozen times at this point and can not obtain any clear information. I was able to learn that all the payments that I had made to NewRez were reversed on XX/XX/XXXX and reapplied. One representative told me that their appeared to be an error with the reapplication of the payments, but needed a " supervisor '' to review my account. The supervisor was supposed to call me back, but I have received no such call. Instead I have received several collection calls. I mailed an Notice of Error to the address posted on NewRez 's site in hopes of finally getting some information on this matter. If there is anything the CFPB can do to help me, I would welcome the assistance.
Company Response: Company believes complaint is the result of an isolated error
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Lender-placed insurance is fraudulent. NewRez LLC sent notice via regular mail dated XX/XX/XXXX ( received on XX/XX/XXXX ) that it would be forcing lender-placed flood insurance on our co-op since we did not have flood insurance. This Notice staed there was a prior communication " last month, '' which was never received. Since I do not own any real property ( this is a cooperative apartment, wherein we own shares of stock in the corporation that owns the building ), we are not required to carry flood insurance as that is covered under the corporation 's policy. HISTORY : Insurance information was supplied previously in XXXX. We received a confirmation dated XX/XX/XXXX that our insurance documentation was complete. We then received the above notice on XX/XX/XXXX ( a non-business day ). I contacted counsel for the building 's managing agent on XX/XX/XXXX and XX/XX/XXXX to obtain the insurance certificate, which was provided to NewRez the same day via online upload and via hard copy from the managing agent ( XXXX XXXX XXXX XXXX ). On XX/XX/XXXX we received a notice dated XX/XX/XXXX stating that a lender-placed policy had been purchased, effect XX/XX/XXXX. This is outrageous. This is clearly an insurance scam. I have all the back. Please also note we never applied for a mortgage with this company. Our small mortgage was originally with XXXX, who sold it to XXXX, which went bankrupt and I was forced into dealing with this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11378
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX contacted mortgage to pay 3 months mortgage payments of XXXX. Shellpoint said they will take payment out on XX/XX/XXXX. Payment never came out. Called mortgage company who said they had a problem getting payment onXX/XX/XXXX. On XX/XX/XXXX i sent payment via certified check. After talking with my advisor they told me that is all I had to pay and they would then take rest of payments owed plus cost and put it in a 6 month period. On XX/XX/XXXX I called to inquire about the repayment and was then told that the money sent was being returned because it was not enough and was being returned. Trying to find out exactly what I need to pay, which he never told me, I was told to send one month of paychecks and to visit there website for additional help. When I went to website I was having technical difficulties so.i sent them an email on XX/XX/XXXX. I still have not received a response. I also left a message for my my main advisor on the same day. I still have not received a response from either. I called on the XX/XX/XXXXand was now told I have to pay XXXX after I am hopefully approved for the repayment plan and shouldn't have sent anything until I was approved. I am wondering why I wasn't told this back in XX/XX/XXXX when I was first trying to correct this situation. Now it has been 3 days and once again I still have not heard anything on what my Payment should be. And since the Payment seems to go up XXXX dollars every week and I expecting them to tell me I owe the XXXX before I hear from them. I feel as if Shelllpoint mortgage company is trying to sabotage me and not trying to help me. Thank you XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NEW Rez, LLC took over the mortgage from XXXX XXXX on XX/XX/XXXX of XXXX. During this time I've left multiple messages and attempted to contact the comany multple times. I was never able to connect with an actual associate until the week of XX/XX/XXXX. During this week I contacted three separate associates and was told each time that a " complaint '' was submitted and that an associate would be in contact with me for a resolution. This never occurred. On XX/XX/XXXX I was on hold for nearly an hour and bounced between multiple associates but never to the correct department. During this time, for each new associate, I was asked the exact same questions and then transferred. Each associate said that a complaint was filed, however, upon transfer found that nothing was included. This company had an email address on file that I have not used since I was XXXX years old ( I'm now XXXX ) and acted like it was given to them by me ( it wasn't ). The only thing that I need is to be able to log in and view my account details. I have the previous company telling me that I owe XXXX and New Rez saying I owe XXXX. I want to log in to the account and determine which informaiton is accurate. I also need to view my tax informaiton as NEITHER company sent this information to me and it's preventing me from filing for XXXX. Lastly, I need to verify that the escrow information is current and look over the taxes assessed for the upcoming year as the area was increased by 10 %. Without being able to view this information I'm not able to determine the new monthly rate that the mortgage with escrow would be. This company is exceedingly difficult to work with and unprofessional to see the very least. It's not a huge request for the information provided to be accurate and funcitonal. Before assuming this volume of work they should have been prepared to actually service these loans well and have their website information accurate, functional and accessible. Also - the phone number listed at the top of their webpage? That's a XXXX conference line. Apparently they need IT folks or to hire a company that knows what they are doing in web design and functionality!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46514
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A