Date Received: 2023-10-27
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Loan servers, now Shellpoint and their predecessors could not release a mortgage note stamped paid in full. When I had the resources to pay them off in full, they could not release the mortgage because they claim there was a title issue. Instead, the loan servicers sold servicing rights multiple times, knowing or shouldve known there was a problem with the title. Instead of correcting the title issue in XXXX, so the note and mortgage could be paid off in full in XXXX, loan servicers, now Shellpoint, sell the servicing rights and create fraudulent documents, including assignments to different bank trusts mortgage- backed securities. Shellpoint claims they have all servicing and previous servicing records. I am asking through the consumer financial protection bureau and asking Shellpoint Why didnt I receive a welcome letter when the servicing rights were sold to new residential mortgage XX/XX/XXXX? XXXX years later we receive an email. Please see email dated XX/XX/XXXX. What is XXXX relationship with new residential mortgage mortgage?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: After hurricane XXXX in XXXX, our servicer reached out to us for a XXXX month forbearance because of the hurricane. They were suppose to transfer those payments to the back of the loan. During that period XXXX became our loan servicer and did not honor that agreement. With the help of attorneys we applied for a loan modification. This process took XXXX years, XXXX law firms and over $ XXXX, finally ending with the threat of bankruptcy. The day before the Bankruptcy hearing NewRez presented us with the only offer they have ever given us for modification, all fees and charges added to our loan, extending our loan to 40 years and doubling our interest rate. This " deal '' resulted in effectively doubling our mortgage. There was no official reason why this process took so long other than NewRez not meeting their own deadlines thereby dragging their feet until we decided to pursue Bankruptcy, it became priority to them at that time. To this day we have gotten no explanation as to why they repeatedly delayed this process, refused to work with us and at times not show up to conciliation 's arranged by both lawyers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34772
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Newrez dba Shellpoint is inaccessible during regular office hours for a meaningful response and purposefully prolongs resolutions. Shellpoint manipulates information with the escrow numbers to intentionally deceive when Shellpoint knows that they never intend nor will resolve the post forbearance balance and will place a consumer in default. Similar fraudulent practices of placing a consumer in default by misrepresenting escrow payments are described in detail by another consumer in military, a XXXX with a top secret clearance in a class action litigation : Martin v NewRez, LLC d/b/a Shellpoint Mortgage filed in Federal Court in California ( attached hereto as exhibit 6 ) To somehow justify their deceptive actions and their previously emailed explanation that their point of contact is unable to make an outbound calls for some reason my system continues to suppress the call ( see exhibit 1, see emails dated XX/XX/XXXX and XX/XX/XXXX ). Shellpoint falsely states that they tried to contact some other unknown phone numbers when they knew or should have known from my records, from numerous official and government complaints I filed in XXXX, XXXX and numerous emails sent to them that my number is ( XXXX ) XXXX. Moreover, my recent request to Shellpoint through a secure dashboard, my application, the required questionnaire completed through their secure portal on XX/XX/XXXX list the one and only phone number ( XXXX ) XXXX. On XX/XX/XXXX, I filled out an application on the Shellpoint dashboard, a required questionnaire and a request for a call back on ( XXXX ) XXXX to resolve along with providing the said contact number to Shellpoint ( see exhibit A ) Shellpoint did not resolve. Shellpoint never intended to resolve. The phone numbers indicated in their letter on page 2 were not provided to Shellpoint in neither their online application nor their contact form on their dashboard. In fact, the very first message sent to me via dashboard in response to my XX/XX/XXXX request is dated yesterday, XX/XX/XXXX with the loan being in default because of Shellpoints failure to resolve. Shellpoint did not send any messages via dashboard prior to their one and only message dated yesterday XX/XX/XXXX. ( See attached exhibit C ). Despite of my numerous attempts to timely resolve, Newrez/Shellpoint never responded to my numerous calls prior to the due date of XX/XX/XXXX with an explanation that the assigned point of contact XXXX XXXX can not call back and is unable to make an outbound calls for some reason my system continues to suppress the call ( see emails dated XX/XX/XXXX and XX/XX/XXXX -exhibit 1 ) when they communicated with me, received formal complaints from DFS and Attorney Generals Office listing my phone number as ( XXXX ) XXXX for years ( exhibit B ) and as my phone number ( XXXX ) XXXX was never changed to any of the phone numbers listed on page 2 of Shellpoints letter. Shellpoint refused to provide the name and phone number of any alternative or second point of contact when their first point of contact is unreachable to timely resolve. Attached is the recording of their phone tree routing to leave a voice message for a point of contact. When I inquired of an alternative or second point of contact name and phone number who could timely assist, my request was ignored. ( See exhibit D ). I called, faxed and emailed Shellpoint multiple times and received no response ( logs available on request ). I equally cced Shellpoints attorneys of XXXX XXXX ( XXXX XXXX and XXXX XXXX ) on my communications with Shellpoint prior to lodging official complaints equally stating that I am able to resume my monthly payments starting XXXX which Shellpoint received but again refuses any resolutions. Shellpoint could not and did not meaningfully respond as to them issuing a deceitful pre-approval of the deferment on XX/XX/XXXX stating that my balance that had been accumulated during the forbearance would be placed at the back of the loan inclusive of the XXXX payment and contingent on the escrow shortage payments projections. ( Exhibit 2 ) Such pre-approval was deceitful because XXXX never intended to resolve as I was told to withhold my XX/XX/XXXX payment because Newrez/Shellpoint misrepresented that it would be applied to the back of the loan and that the amount of payment would change slightly from my regular {$3700.00} to around {$3700.00} subject to final approval. On October 12th, 12 days past the deadline, I received an urgent call that XXXX can no longer process the payment deferment and would not allow me to resume my monthly payments because you have exhausted the deferment option previously on XX/XX/XXXX you received a 21 month deferment this is the maximum allowable for covid hardship which was known to Newrez/Shellpoint as an event that occurred a year and a half ago and known to Newrez/Shellpoint before providing a pre- approval dated XX/XX/XXXX which was contingent on the escrow disbursement payments. ( Exhibits 2, 3 ). Shellpoint knew or should have known on XX/XX/XXXX, the date of the issuance of their pre approval of the deferment ( of the amount accumulated during forbearance to be placed on the back of the loan ) that they would retract it on XX/XX/XXXX based on you have exhausted the deferment option previously on XX/XX/XXXX you received a 21 month deferment this is the maximum allowable for covid hardship. Because Shellpoints denial on XX/XX/XXXX is based on the event known to Shellpoint to occur in XX/XX/XXXX which is over a year before Shellpoint issues a pre-approval dated XX/XX/XXXX. ( Not to mention that approval of prior deferment should not be the reason for denial of current approval and retraction of their prior pre-approval dated XX/XX/XXXX ). Shellpoint deceiptful practices include : XXXX ) usage of unknown phone numbers instead of my number ( XXXX ) XXXX when they knew or should have known that my number is ( XXXX ) XXXX which was never changed to any other number, 2 ) their point of contact unable to make an outbound calls for some reason my system continues to suppress the call ( see emails dated XX/XX/XXXX and XX/XX/XXXX -exhibit 1 ), 3 ) their refusal to provide a second point of contact name and phone number ( exhibit D ) and most importantly 4 ) their refusal to correct as stated in their letter dated XX/XX/XXXX pertaining to Shellpoint XXXX of pre approval of the deferment ( of the amount accumulated during forbearance to be placed on the back of the loan ) that they retracted on XX/XX/XXXX based on you have exhausted the deferment option previously on XX/XX/XXXX you received a 21 month deferment this is the maximum allowable for covid hardship- the fact known to Shellpoint XXXX XX/XX/XXXX when they issued the pre-approval dated XX/XX/XXXX and then retracted it on XX/XX/XXXX. As of today Newrez dba Shellpoint failed to correct or remediate with a clear indication that at all times Newrez XXXX XXXX actions to mislead were willful and intentional.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Trouble during payment process
Subissue: Lien release
Consumer Complaint: I received the XXXX XXXX dated XXXX XXXX. It was placed by Newrez d/b/a Shellpoint Mortgage Servicing on the account online in XX/XX/2023. This case was closed on XX/XX/2023, voluntarily dismissal with prejudice. The firm XXXX XXXX XXXX re-open the case on XXXX. An affidavit was filed and sent to them with no response. They had a hearing where I was not notified, and they decided to do a foreclosure sale on XX/XX/2023, in XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34120
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I am working on a HELOC and I received notification from the closing company that I have a delinquent tax on my property. I called Newez a couple of times to no avail. I get transferred to another department and no one seems to know what they are doing. My concern now is that my escrow payment will be used to pay penalties and interest. The tax for XX/XX/2022 was paid on time, and also the one for XX/XX/XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 20111
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In early XXXX, we received notification that our loan servicing was being transferred from XXXX to Newrez/Shellpoint Mortgage Servicing . We've had loans transferred in the past and this should not be a big issue. On XX/XX/XXXX, we received a notification that Newrez/Shellpoint would be paying our upcoming annual homeowner 's bill from our escrow and that we would have nothing to worry about, even though the loan servicing was being transferred. As the due date of XX/XX/XXXX for the insurance was approaching, we kept a close watch on our insurance account, yet payment was not being made. We attempted to contact Newrez/Shellpoint , but did not receive any response. The due date passed with the homeowner 's insurance left unpaid. We continued to attempt to contact Newrez/Shellpoint XXXX but continued to be unsuccessful. 1 - We used the " Contact Us '' function on the Newrez website multiple times, but have never received a response concerning this issue. 2 - We used the online chat function on their website. The person on the other end said that they were unable to address this issue and we would need to contact their " Insurance Department '' and gave us a phone number. When we dialed the phone number, we were connected with a medical supply company. 3 - We tried calling the customer service number on their website. After a seemingly endless maze of computerized menus and multiple disconnects, we were finally able to reach a customer service representative on Friday, XX/XX/XXXX. After some back and forth about whose responsibility it is to pay the homeowner 's insurance, the customer service representative finally acknowledged that responsibility belongs to Newrez/Shellpoint . Newrez/Shellpoint claimed to not have the insurance bill, so we did a three-way call with our insurance company, who then forwarded a copy of the insurance bill to the agent. The agent on the phone assured us the bill would be paid immediately, and we would be able to see the transaction in our online account. As of this point, the insurance bill is still unpaid, and there have been no changes in our online account, either with Newrez/Shellpoint or with our insurance company. We have continued to try to reach out to Newrez/Shellpoint to resolve this issue, but they continue to ignore our requests for customer service. Our homeowner 's insurance bill is unpaid, and we risk having the policy cancelled due to non-payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84118
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: After I filed a dispute with XXXX, Shellpoint Mortgage doing business as NewRez stated that I still had a mortgage on the property I previously owned at XXXX XXXX XXXX XXXX, XXXX, NY XXXX. I closed on this property and transferred title to this property on XX/XX/2023. Shellpoint continues to report inaccurate information to XXXX despite the evidence that I closed on this property on XX/XX/2023. Shellpoint dba NewRez even sent me an acknowledgment that my mortgage was paid in full. A copy is attached for your reference.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19406
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Mortgage company showed a check disbursement for insurance premiums on XXXX for insurance. On XXXX I got a call from the insurance company stating that a cancellation had been sent for non payment. I called the mortgage company immediately, they could provide no receipt or proof payment was sent and said theyd cancel the check and send a new one. On XX/XX/XXXX I called back because our insurance had still not been paid. I was advised that a request for a new check had been submitted but it was never printed and sent, the rep was going to pay over the phone with a credit card. I called back on Monday XX/XX/XXXX, 3 days after the cancellation date, only to find out that the reps credit card request was denied by management in lieu of a check being overnighted. The check was printed ob XX/XX/XXXX, finally mailed on XX/XX/XXXX, and signed for on XX/XX/XXXX, but the insurance company requires XXXX hours to process check payments and since XX/XX/XXXX was a Friday it was not processed until XX/XX/XXXX, leaving us without homeowners insurance for 4 days. I requested to speak to management regarding the issue and they have refused to call me back or speak to me on the phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75703
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: By letter dated XX/XX/2023, I notified the mortgage company that the Escrow Account Analysis, dated XX/XX/2023 was incorrect and sent them a copy of the XXXX XXXX, Ga. Assessment Notice, dated XX/XX/2023. The taxes decreased by {$650.00}. Which should have reduced the escrow amount payment. Instead of decreasing the escrow payment, they sent me a new Analysis increasing the escrow payment by {$21.00} per month. I sent follow-up letters on XX/XX/2023, XX/XX/2023, and XX/XX/2023. All I have received from them are acknowledgment letters of each of my letters. It would seem that four months is sufficient time to correct an error. I have received no correction to the escrow account and am paying the wrong amount each month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: The problem is the same. It's a fraudulent company wanting payment. They do not have a signature from me giving them consent to receive any payment from me, period. Yet they continue to write and send bills. And my name is on that property deed, not Shellpoint, whomever they are. They are corrupt and this bureau needs to file a complaint for fraud, corruption, RICO. Do I need to go any further?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A