Date Received: 2020-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint has changed the amount owed going back and now adding a month that was never mentioned nor was communicated within any of the emails nor verbally communication by any of the individuals that contacted us. As of Monday XX/XX/XXXX another lady called and stated that she is now going back and adding XXXX because XXXX says they can't find any proof and if we can't find any or provide any she's adding on an additional XXXX to the amount now due. This lady refused to listed to what had already been discussed and stated that none of the recordings mean anything and that she is adding back the fee 's and penalties and that we now need to pay it. She continued to over talk me stating that this is an attempt to collect an debt. They have taken payments sent in and notated them towards payments that was already paid. Example, she took the XXXX postal money order that they said they haven't received and now she is stating they have received it and applied it to an XX/XX/XXXX payment that we already made and wasn't in question. I'm trying to understand how she is stating that we didn't make XXXX but she has XXXX this makes no since. Not only that, All communication was in regards to when Shellpoint took over which is according to them was XX/XX/XXXX how are we now saying XXXX when this was resolved by XXXX now Shellpoint is stating we contacted them and they said add XXXX. What rights do we have to choose a mortgage lender and how do you file an class action law suite and go higher with a complaint because this company is just as messy and unprofessional as XXXX and it's just the matter of time before they are filing bankruptcy as well and once again it's the customers suffering. These people are scamming hard working citizens and it needs to stop.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The reason I am filing this complaint is due to the fact that Shellpoint Mortgage Services as failed to provide me with the modification denial letter. I was advised by Shellpoint Mortgage after 14 months of review on XX/XX/XXXX that we were denied for the loan modification due to a number of factors. As of today XX/XX/XXXX I have yet to receive the letter. I have spoken with my Single Point of Contact on a number of associations and was first initially advised that I would receive the letter by mail in a few days. I followed up several times to only find out on XX/XX/XXXX by XXXX XXXX that the letter was not generated due to internal system error. She stated the file was closed out before the letter was generated however ; that the letter would be generated within 24 hours at which point she would fax a copy. I have contacted XXXX XXXX on a number of occasions and was only able to leave a voice-mail. Failure to provide the denial letter has impeded on my legal right to appeal this denial should any information within the content of the letter is incorrect. Shellpoint has exhausted over 3 weeks and now only leaves with me with a few days to appeal. In accordance with the Homeowner Bill of Rights Act, I was to receive a denial letter along with a 30 day right to appeal and Shellpoint has relinquished this right due to failure to generate such letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92646
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I requested an ACH principal only transaction in the amount of {$16000.00} at my Mortgage Servicer XXXX XXXX. I requested this amount be transferred from my account at XXXX XXXX XXXX. On XX/XX/XXXX, I saw that the payment was returned NSF. I knew there was enough in the account to accept the transaction at XXXX XXXX XXXX. I then called and spoke to customer service about the transaction at XXXX XXXX XXXX. The confirmed that the account did have sufficient funds to accept the transaction. They then searched their records for an ACH during the week of XX/XX/XXXX to XX/XX/XXXX in the amount I requested. They did not find any ACH requests during this time. They suggested that I call XXXX XXXX and get the ACH trace number so they can find what happened to the transaction. I then called XXXX XXXX, also on XX/XX/XXXX. I explained the situation to them. The Customer Service rep I spoke to said they had no ACH trace number attached to the file, and as such, they would refund the {$15.00} fee they assessed my account. This refund would occur in 3-5 business days. On XX/XX/XXXX I checked my account to verify the fee had been removed. It had not. I then called XXXX XXXX a second time. I spoke to a Customer Service Agent who told me that there was no trace number. I was then told there was a trace number, but they would not give it to me. Either way, my {$15.00} fee would not be refunded. I told her that their company is required by ACH rules to disclose the trace number so that my bank could research the situation and find out what went wrong. I was told no. there is no way they will give me the information I need to solve this issue. At this point, I do not believe XXXX XXXX put my ACH request thru and are covering themselves. I have spent over 3 hours on the phone concerning this as well as the time to lodge this complaint. I am requesting the NSF designation be removed from my account and the fee refunded.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020, I received a letter from NewRez ( LLC ISAOA/ATIMA XXXX XXXX XXXX XXXX MI XXXX ) stating they were my new mortgage bank. They brought or took over my previous mortgage company XXXX. In their initial letter my mortgage was current with no late payments. In XXXX statement NewRez alleged that I owed late fees and they purchased " force insurance '' on my Co-Op apartment. The letter dated XX/XX/2020 states " our records show that your hazard insurance expired ... we plan to buy insurance for your property. '' I had previously filed complaints against XXXX XXXX and XXXX and now this company which I believe is actually the same company by the name of Shellpoint Mortgage Servicing located in XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX. Similarly to XXXX XXXX and XXXX, they failed to understand that my Co-Op building has a Master Insurance policy which covers the hazard component of the policy they requesting. This issue was litigated by my lawyer to XXXX XXXX and XXXX and now Shellpoint or NewRez. On XX/XX/202 at approximately XXXX XXXX EST I telephoned NewRez at XXXX XXXX XXXX to notify them of this issue. I spoke to a female agent name " XXXX '' and explained my situation. She hung up the phone. Same practice used by XXXX XXXX and XXXX where they simply hung up or ignored my calls. I also submitted a home owners insurance policy @ XXXX on XX/XX/2020 with no reply. I seen this movie before : they will deny he received it and buy their oown hazard insurance at a higher price. My credit rating will be harmed by their actions and they will be sued. Congress enacted the FDCPA to prohibit the [ u ] se of abusive, deceptive, and unfair debt collection practices. 15 U.S.C 1692 ( a ). My load # is XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2019, we had closed on a new mortgage for our property in XXXX XXXX, MA. The closing went fine and the initial mortgage was set up properly with the broker that we had used - XXXX XXXX in XXXX, MA. XXXX sold the mortgage to NewRez LLC shortly after the mortgage closed. The mortgage was transferred over and we got all of the new account information. And we continued to make our monthly payments on-time. On XX/XX/XXXX, I got a call from the Town of XXXX informing me that my property tax had not been paid and was past due on XX/XX/XXXX. Upon doing some research, I discovered that NewRez had the property address incorrect on the mortgage account. Instead of correctly noting - XXXX XXXX XXXX, XXXX XXXX, MA they had my primary residence listed - XXXX XXXX XXXX, XXXX, MA. This error in the NewRez system created a number of problems for me : 1. NewRez did not pay the property taxes out of the funded escrow account 2. NewRez had sent out 1098 tax forms with the incorrect property address listed 3. NewRez had contacted XXXX XXXX insurance to change my homeowners insurance with the incorrect mortgage accounts. I have called NewRez a number of times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) to make them aware of their error and work to get everything corrected. To date the only change they have made is to list the correct property address on the account. I am still waiting for them to : 1. Pay my property taxes ( now 22 days late ) 2. Send me corrected 1098 forms so I can file my taxes 3. Have a supervisor call me to inform me why this problem occurred in the first place. I have asked for a callback now 3 times and each time am promised that I will get a call within 24-48 hours with no response Throughout the process of trying to get them to correct their system errors, I have spent hours of my own time, I have been routed to the wrong agent multiple times, I have been been given incorrect information, and I still have not received a call from a supervisor. Please help to get NewRez to do their job and service my loan correctly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, I am trying to refinance my first mortgage and shellpoint mortgage services has my second mortgage. I need to subordinate the second so i can refinance my first. I along with my lender and title company have been trying to get a hold of someone to get us the subordination requirements and steps that need to be taken. Every time we call and get transferred to the subordination department it is a voicemail and we leave our contact info but no one ever call us. The same with the email. We have sent many requests via email with no reply.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2020-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage is a fixed VA with assumption rider signed XX/XX/XXXX. I divorced XX/XX/XXXX and I want my ex off of my mortgage. I am being denied mortgage assumption and any information about my mortgage companies successor in interest program. My mortgage company ( New Penn Financial, New Rez LLC d/b/a Shellpoint Mortgage Servicing ) denies eligibility in VA loan assumption or their successor in interest program, sends email or letters requesting more time, offers far more expensive refinancing and cash out options, and transfers phone calls through their phone system until disconnect. Since my divorce I have called, emailed and used my mortgage company online utility ( each multiple times ) to try and work with my mortgage company. My mortgage assumption rider requires approval of the Department of Veterans Affairs. I completed the VA assumption package and have been approved to assume full responsibility of my VA loan since XX/XX/XXXX. I have only received hang ups, email with links that dont work, and letters requesting more time. I wrote my mortgage lender and their parent company another request for mortgage assumption after receiving a notice of bankruptcy from my ex ; with explanation of circumstances, and included my divorce decree, quitclaim deed, and signed VA Release of Liability. I received a denial almost 90 days later due to a claim of account past due although I do not have any late payments ; and my ex already completed her bankruptcy two months prior. XX/XX/XXXX Original VA mortgage signed with XXXX XXXX XXXX with assumption rider XX/XX/XXXX Denied assumption by New Penn Financial in email you can only refinance XX/XX/XXXX New Penn Financial changes name to New Rez. No change to mortgage terms and conditions. XX/XX/XXXX Letter from New Penn Financial stating working to gather the requested information and will forward it to you as soon as possible. XX/XX/XXXX Letter from New Rez stating working to gather the requested information and will forward it to you as soon as possible. XX/XX/XXXX Letter from New Rez stating due to complex nature of the matter we respectfully request additional time to respond fully to your inquiry. We apologize for inconvenience and appreciate your patience in this matter. XX/XX/XXXX email from New Rez offering refinance. XX/XX/XXXX my email requesting assumption due to exs bankruptcy, including VA assumption approval, divorce decree, completed quitclaim deed. I receive email from Shellpoint Mortgage Servicing We are working to gather the requested information and will respond as soon as possible. XX/XX/XXXX Letter from New Rez LLC d/b/a Shellpoint Mortgage Servicing You are ineligible for an assumption. The account is past due. I have the statements to prove the account is not past due or even late.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MI
Zip: 48044
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The most immediate issue here is a FCRA violation by the current servicer, NewRez LLC dba Shellpoint Mortgage Servicing, by illegally reporting to two CRA 's - XXXX and XXXX - that my account is in arrears. The illegality here is due to the fact that I have not made any payment to Shellpoint EVER, and the last payment to the prior servicer ( s ) was XX/XX/XXXX to XXXX XXXX XXXX , XXXX . The last date that this account could be legally reported would have been XX/XX/XXXX. This is also the SECOND time this has happened. They did the same thing in XXXX. The way they attempt to skirt the time limitation is to falsely claim that I entered into a modification agreement and made payments to them in XXXX and that my payments are " as agreed ''. This wrongly gives them the ability to publish a 120+ day delinquency on the account which seriously reduces my credit rating. I have written to the CRAs and, in fact, issued complaints against them here. I also faxed a letter to Shellpoint in my name, and my attorney contacted XXXX XXXX of XXXX XXXX in XXXX, NY, the attorney for Shellpoint/XXXX XXXX ( current purported owner of the Note and Mortgage ). So far, they have not responded to the CRA or to me, nor has Ms. XXXX responded to my attorney, XXXX XXXX, XXXX. This case began with a foreclosure filed on XX/XX/XXXX, which is still ongoing. We have won several recent motions, one of which required Shellpoint 's attorney to pay {$600.00} in costs to us and the other recent granted motion was to vacate their " Note of Issue '' and Certificate of Readiness for trial. This is a costly one for them to lose since they now must provide meaningful discovery and then pay again the filing fee for a Note of Issue. I believe an argument can be made that the conduct is not only repetitive but retaliatory. The initial case was brought by XXXX XXXX XXXX , XXXX and was based, I believe, on a scam similar to ones cited in your File No. 2015-CFPB-0019 consent order against this company ( which is now essentially out of business due to your efforts ). They had received my mortgage from XXXX which had serviced the account and with which I never missed a payment ( as I did not with XXXX until they involved me in their escrow scam ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10458
Submitted Via: Web
Date Sent: 2020-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez/Shellpoint is taking 3 weeks to verify my request to follow up on why they have not paid our XX/XX/XXXX property taxes. The payment for this is in an escrow account, and we pay our mortgage payment automatically and have NOT missed any payments. According to our County Assessor 's office, the tax payment is still pending. I have reached out to NewRez on XX/XX/XXXX, andXX/XX/XXXX and a resolution has been promised each time with no results or records of my requests.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92264
Submitted Via: Web
Date Sent: 2020-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been repeatedly trying since XX/XX/XXXX to get an answer from NewRez on my mortgage interest with no luck. They simply do not respond to my question. I would like to know how the mortgage interest paid on my account INCREASED from XX/XX/XXXX to XX/XX/XXXX when : - NewRez serviced my loans for the full year both years - It is a fixed rate loan - The principal decreased Details ( reported on my 1098s ) are as follows In XX/XX/XXXX the outstanding mortgage balance was {$350000.00}, but the mortgage interest paid was {$13000.00} In XX/XX/XXXX the outstanding mortgage balance was {$340000.00} ( decrease ), but the mortgage interest paid was {$14000.00} ( higher )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30030
Submitted Via: Web
Date Sent: 2020-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A