Date Received: 2020-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2019 the mortgage on the home owned by both my wife and I was transferred fro XXXX to New Rez also trading as Shellpoint mortgage services LLC. The house is in both our names and the mortgage is paid by each of us paying a portion through our individual bank accounts. We have never had part or all of the mortgage past due let alone close to the expiration of the grace period. Every month The mortgage company applies all or part of our payment to principle only or unapplied funds and sends notice that we are late on our payment. Unfortunately I didn't keep all mortgage statements but have enough to prove our claims of payments being categorized as over due when they are not! I am providing copies of both our bank statements to collaborate this claim.They have charged us late fees and withdrawn them from payments without permission. I have recieved and included 2 letters threatening to report us to the credit bureaus. Our bank statements should no doubt prove we were never late or short ( underpaid ) and this problem stems completely from the company 's inability to apply the two payments properly. When trying to resolve this I have been told that their computer system can't process partial payments. My response to this as I have and continue to believe that this is NOT OUR PROBLEM!!! On every statement there is a message that partial payments are held until the balance is paid, but in all cases this has turned out to be false as both parts of our payment are in their possession before the due date and even recorded on their own statement. I woul d like New Rez to stop applying our payment to principle and or unapplied funds, STOP THREATENING US.< and remove all late charges and other fees that we do not nor have ever owed. I would also like a copy of both my and my wife 's credit report from all credit agencies to prove that all false reports were either never reported or removed. In addition I would like corrected mortgage statements that don't show late charges and other fees. The account # of the mortgage is XXXX. The House is in the Name of XXXX XXXX XXXX and XXXX XXXX and the address is XXXX XXXX XXXX XXXX Maryland XXXX. I would also like to point out that unless it is unlawful to pay our mortgage from 2 accounts we will continue to due so! Both accounts are in the names of the two people listed as the owners. Thank You
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint mortgage servicer was assigned to two of the properties that my XXXX just refinanced. I got married in XXXX. Before getting married i called shellpoint that please let me know if i owe any payments for XXXX on my home in XXXX XXXX XXXX XXXX, NY since my loan was transferred to your servicing. They told me nothing was due. Then i went on with my reception and honeymoon. When i came back. I received a mail that i was late for XXXX. I called and made payment for XXXX and XXXX. They told me everything was fixed and things like this happen due to transfer of servicing. I refinanced another home in XXXX XXXX XXXX. XXXX XXXX NY. Shellpoint is still the servicer. They send me mail stating {$0.00} is due for XXXX. When i call them to confirm they tell me the mail sent was wrong and they are sending another mail with correct amount. That was on the XXXX of XXXX and payment was due on XXXX of XXXX. I still havent received my correct statement and neither have i received a call back after making multiple inquiries and today is XX/XX/XXXX. On XX/XX/XXXX, i get a notification from my credit card company that i have defaulted on my payment on XXXX XXXX XXXX XXXX, NY home. I have lost over 100 points in credit scoring and my debt has increased by {$190000.00}, the mortgage amount. To make matters worse, i have multiple properties that are currently under underwriting process of refinance and they cant close because my credit doesnt meet the requirement anymore. I am losing hundreds of thousands of dollars in equity if i do not refinance and that money is necessary to keep my new business going. I risk of losing those homes to foreclosure because they are paying interest rates as high as 13 %. I could lose in excess of {$2.00} million in property value because of negligence of shellpoint mortgage. My XXXX is a public benefit XXXX, i XXXX XXXX to XXXX XXXX XXXX and XXXX, these servicers are increasingly outsourcing or using too much AI that a common miscommunication can create a mistake that can cost millions. I will lose all my properties if this persists and i want to know who will be held responsible for this negligence. XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2020-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have repeatedly requested that Shellpoint Mortgage Servicing/NewRez document and support their poor accounting and junk fees that exist on my mortgage. I have cancelled checks from XX/XX/XXXX ( now ) until the present that show and support my claims that my home was not ever in foreclosure in XX/XX/XXXX & XX/XX/XXXX and they charge me junk fees and record bogus charges throughout these years for this. I have cancelled checks showing the payments from XX/XX/XXXX to the present for mortgage payments and they do not even come close to the ridiculous records that Shellpoint Mortgage has even when they were not servicing the loan. For example : In XX/XX/XXXX XXXX XXXX XXXX was servicing my loan and I had an interest only mortgage. XXXX XXXX XXXX 's accounting sheets accurately report my payment, escrow payment and interest payments, and principal balance on each date. These are matched on Shellpoint Mortgage Servicing 's records until XX/XX/XXXX, where they begin to charge me fees and increase the Principal Balance of my loan BEFORE they ever even start servicing my loan! The balance begins to go up and never stops! They have the audacity to begin violating RESPA before they ever even own the loan! This continues on the balance sheet and the loan is sold to XXXX XXXX yet they do not know exactly WHEN they take over Servicing the loan because they are so corrupt. I file a complaint with the AZ DFI and they response that they start Servicing the loan, " On or around XX/XX/XXXX '', but oops, it is in XX/XX/XXXX according to all actual records! Why? Because I begin questioning their accounting ( XXXX XXXX at the time ) and they must have gotten worried and paid someone to record the Deed transfer in XX/XX/XXXX but forgot about this I guess? Who knows but the CFPB doesn't want to do anything about it. They just keep on closing my complaints. ) I make payments on time to my mortgage throughout XX/XX/XXXX and XX/XX/XXXX and their records, try as we could, can not match the dates the checks were cashed by them and when they were paid and they will not correct their errors and remove them from my account. Their only interest is foreclosing on my house and in order for me to stop them from doing this I had no choice but to file for an injunction against them in court. This madness has to stop and I will keep filing complaints until it does. The letter sent to me by them in response to me complaints says, " You have a right to request documentation supporting that no error has occurred '' yet they refuse to supply documentation and just keep on sending the same documents that show that multiple errors HAVE occurred and writing lies and no one at the CFPB looks at them. I had no idea that our tax dollars were going to an online blog and no one even works here! I need to get a job here so I can have the health benefits too because they are doing a better job investigating these predators at the other agencies. DO YOUR JOB AND GO AFTER THESE CROOKS OR JUST MAKE THEM DOCUMENT EVERY SINGLE LINE ITEM ON THE MORTGAGE STATEMENT WITH FACTS, INVOICES, AND PROOF JUST LIKE YOU ARE FORCING THE CONSUMER TO DO IN ORDER TO GET SOME RELIEF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am having a very difficult time with XXXX/NewRez. I have been approved for a modification and was making my trial payments. I was unable to get a hold of XXXX/NewRez durning the holidays and now am having trouble having XXXX accept my 3rd trial payment. I called to set up my 3rd payment on a payment arrangement for the XXXX. I was being recorded and I " Specifically asked if should post it for XXXX XXXX because ii wanted to make sure all funds were in '', he said i should be okay because they dont receive the funds until 3-5 business days. As long they receive payment within XXXX I will be fine. They will then send me new papers upon my mortgage agreement. I got an email notification about XXXX/NewRez received payment. I never gotten an XXXX alert from my bank claiming an insufficient fund. I called on XX/XX/XXXX because no answer during the XXXX XXXX Holiday. I talked to XXXX ( asking why they have not taken the money or fired XXXX ) who told me that the check came back and that there is nothing they can do for me except do another modification. My last payment ... he said if they took the money now it s for XXXX and XXXX would not be accounted for!!! I was almost in tears and explained what the other representative said to me. He really didnt seem to care! In the middle of trying to get this resolved with XXXX, my file was transferred to NewRez, and they are not following up on the complaint or trying to resolve.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92530
Submitted Via: Web
Date Sent: 2020-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had an issue with my mortgage payments and was in the process with the lender XXXX in a loss mitigation plan and without any resolution they sold my loan to another lender Shellpoint with no details. I started the loss mitigation again with the new lender Shellpoint. My original monthly payment was @ XXXX/month and the trial plan payment was raised to @ XXXX/month. I made the payments with a loan. Then I had to wait for over 100 days for them to complete the loan mitigation and the new loan payment is now @ XXXX/month. I know that the documents were clearly not correct when they sent my paperwork to XXXX. I have researched and it seems there were a lot a illegal procedures done with my loan. Please advise
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87110
Submitted Via: Web
Date Sent: 2020-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom it May Concern : This is the 10th time I am disputing and pleading for correction on my mortgage account. Shellpoint is not taking the initiative to complete my review for my escrow account. referencing XXXX Escrow account. Shellpoint Mortgage servicing fail to complete an escrow analysis within 60 days of the loan transfer. Shellpoint mortgage fore placed insurance onto my property wrongfully and so as XXXX XXXX XXXX which is the original lender of this mortgage. I have called and spoke with numerous customer service representative who assured me that all has been taken care of. based on the last escrow analysis, the analysis came back {$38.00} short. I went onto their website to make this payment only to find out the system would not accept my payment due to fees owed of {$220.00}. I have never heard of this fee and have no idea what this fee is even for. I have not had ANY late payments with shell point mortgage. why am i being treated like this? is it because my home has equity position? why are there multiple moving parts to my mortgage loan when I don't own and isn't behind on any payments? please remove the fees of {$220.00} and update my mortgage account according.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MN
Zip: 55430
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I previously asked for help from the CFPB. CFPB reached out to Shellpoint mortgage and closes the case. however, based the Shellpoint response, majority of the response was not correct and is inaccurate. I am having a new issue with this company trying to charge me for a force place insurance when i had acceptable insurance where they denied to make payment through my escrow account. I'm attaching my communication with shell point mortgage. Shellpoint is now trying to charge me {$35.00} per day for 7 days of force place insurance. I don't owe them any money and the documentation provided would prove that. please help.
Company Response:
State: MN
Zip: 55430
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Kindly read the letter I have attached, giving you the synopsis of the case, sent XX/XX/XXXX to the new servicer. Shellpoint who was unaware of this information, prior to assuming the servicing rights. Two attorneys XXXX XXXX and XXXX XXXX were convicted of fraud by the United States Federal government and required to pay restitution - XX/XX/XXXX, via their ancillary business 's that dealt process service. Yet the two attorneys noted above, committed other frauds which have yet to be adjudicated, that I discovered during my own foreclosure proceeding that has been going on for 10 years. Such information was only discovered after they were convicted, in XX/XX/XXXX. The XXXX XXXX XXXX intentionally failed to file condition precedent notice requirements prior to commencement of the foreclosure, yet lied to the court that they did so. This occurred in my case and the nearly 38,000 foreclosures throughout New York State, in which I have been privy to review and speak with other homeowners - affecting nearly 10 % percent of the population XXXX XXXX people. My home is set for foreclosure XX/XX/XXXX at XXXX XXXX Please Help --
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2019, I spoke with a representative from Shellpoint Mortagage. I communicated the fact that my mother-in-law ( the original owner of the house ) was deceased and my husband who directly inherited the property ( and was also executor of my mother-in-law 's estate ) passed away ( XX/XX/2019 ) after a long illness and with no life insurance. I experienced financial hardship and was also working with the courts to received executorship over this property. After discussions and emails, Shellpoint gave me an offer to defer the past due amount on this account. To accept this offer, I was required to make a down payment of {$510.00} by XX/XX/2019. I complied by making a payment on XX/XX/2019 with check # XXXX for {$510.00} and this check was accepted and processed by Shellpoint. In XXXX and XX/XX/2019, I also made payments of {$510.00} ( each month ) and these payments ( checks # XXXX and # XXXX ) were accepted and processed by Shellpoint as I confirmed from the copies of the cleared checks from my financial institution. As these payments were accepted and I met the requirement to make a down payment by XX/XX/2019, it was my understanding that my account was brought contractually current. However, I submitted payments for the months of XXXX and XXXX these payments were returned to me indicating ( incorrectly ) that my account is more than 90 days in arrears, and I am not in an active workout with Shellpoint. Since this time I have made numerous call to ShellPoint where I have been transferred from person to person and no one will help me to resolve this. I wrote an email documenting the information and have never received a response. I have now sent a certified letter with attachments detailing the workout letter they sent and the payments I made and they accepted. It is imperative that this issue is resolved as soon as possible as I complied with the requirements for a workout ( deferment ) and have submitted payments for the mortgage every month since XX/XX/2019 and can not afford to lose this property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30080
Submitted Via: Web
Date Sent: 2020-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I closed a mortgage loan for a new purchase with XXXX XXXX, loan # XXXX, and began making mortgage payments to XXXX XXXX ( XX/XX/XXXX payment ). In mid-XXXX XXXX I received notification from XXXX XXXX dated XX/XX/XXXX that my loan was being transferred to Shellpoint Mortgage Servicing effective XX/XX/XXXX and that payments should be made to Shellpoint Mortgage effective XX/XX/XXXX ( starting with my XX/XX/XXXX payment ) ( Attachment A ). A few days later I received a notice of assignment dated XX/XX/XXXX indicating that my loan was transferred to XXXX XXXX XXXX ( Attachment B ). As this did not provide any additional information or payment instruction this notice was set aside and assumed that Shellpoint Mortgage Servicing may be servicing the loan on behalf of XXXX XXXX XXXX. On the morning of XX/XX/XXXX an electronic payment of {$3000.00} was made from my checking account at XXXX XXXX XXXX XXXX to Shellpoint Mortgage Servicing ( Attachment C ). On the evening of XX/XX/XXXX I received notification from XXXX XXXX dated XX/XX/XXXX that the notification of transfer was made in error and that my payments should be made to XXXX XXXX effective XX/XX/XXXX. The notice does not specifically state where the XXXX mortgage payment ( already sent to Shellpoint ) should go ( Attachment D ). I have contacted XXXX XXXX regarding the issue, and have been told that I must work with my bank to stop the payment ( which already went out ) and/or must work with Shellpoint Mortgage to track down my payment and have it sent back to me. XXXX XXXX has offered no assistance in the matter, even though they created the issue. In fact on XX/XX/XXXX I received a call from XXXX XXXX looking for a XXXX mortgage payment even though I had already had several conversations with them about the issue and where my payment went ( at their direction ). Upon calling XXXX XXXX back I was informed that a XXXX payment is actually due to XXXX XXXX, a third financial institution, and not to XXXX XXXX. I have contact XXXX XXXX XXXX who confirmed that the payment was made, and who provided Credit Trace # XXXX and File Trace # XXXX which they said Shellpoint Mortgage should be able to use to track down the payment and return the funds. I have contacted Shellpoint Mortgage Servicing several times by telephone and was directed to send all of my information to an email address provided by one of the agents. On XX/XX/XXXX I emailed the issue, the credit trace number, file trace number, a copy of the payment confirmation from XXXX XXXX XXXX, and a copy of the transfer notice from XXXX XXXX. I have heard nothing back from Shellpoint Mortgage Servicing. On XX/XX/XXXX I contacted Shellpoint Mortgage Servicing again by Telephone to see if I might obtain information or an update related to the emailed information. The agent at Shellpoint Mortgage Servicing could not find any information related to me, my mortgage, or the issue, which is consistent with other conversations that I have had with representatives at Shellpoint ( they have no idea who I am or how to help me ). The only advice that was provided was to just wait and hope that the clearinghouse eventually sent the money back because they didnt know where it belonged. At this point, I am quite frustrated with both XXXX XXXX and Shellpoint Mortgage Servicing, neither of whom seen to know how to remedy the situation. I have spent hours trying to resolve this issue that was created by XXXX XXXX, and thus far appear to have made no progress. The agents themselves have been friendly in searching for suggestions, but seem ill-equipped to help with this situation. To be honest with as many mortgage loans that I have had over the years, many of them transferred, this is a first for me too. Any assistance that you may provide would be greatly appreciated. Thank you, XXXX XXXX XXXX ( XXXX ) XXXX
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 92704
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A