Date Received: 2020-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage processor ( Shellpoint ) is escrowing for taxes and insurance. They missed a tax payment, and I contacted them today. They told me they acknowledge a payment was due but they did not pay it. They did not offer an explanation or a path to resolution. XXXX is contacting me for delinquent tax payment.
Company Response:
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2020-02-18
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: Mortgage company made an encoding error with my XXXX payment and only validated my check for only {$110.00} when I wrote in the line amount {$1100.00}. They called me on XX/XX/XXXX telling me I was late on my mortgage payment. So I made a payment over the phone with them for {$1000.00}. Which was paid via ACH, but on XX/XX/2020 they had debited my account another {$1000.00} for the encoding error that they promised was fixed with the payment made via telephone. I reached out to New Rez on XX/XX/XXXX with a Branch Manager from my bank and I was told it would be refunded back to my checking account in 7-10 business days. Nothing ever came about so I came back into my Bank to have another Manager help me contact New Rez on XX/XX/XXXX were told that the funds would be expedited and put back into my account next business day. Nothing was refunded, So I went back to my bank on XX/XX/XXXX and had another Branch Manager Call with me and he typed up a letter and faxed it to XXXX XXXX he assured the money would be put back into my account in 3-5 days along with {$630.00} worth of fees they owed me. I am not back at the bank on XX/XX/2020 and still have not received funds back. I am on social security with limited income and was without money for multiple weeks because of this mortgage companies errors. My manager advised me submitting a claim with the CFBP and for you to also check to make sure I was not reported late on my credit because of their error.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a massive issue with my servicers. I HAVE A SCHEDULED FORECLOSURE SALE DATE SET FOR XX/XX/2020. I recently had my loan transferred over from XXXX XXXX XXXX who Ive been working with to achieve a loan modification. On or around XX/XX/2020 I received a letter in the mail stating that my loan has been transferred to a new servicer SHELLPOINT MORTGAGE SERVICING. Ive been working and trying so hard for so many years now to receive a loan modification from XXXX XXXX XXXX and before that XXXX XXXX XXXX. And not once have they worked with me and cared or tried to help. To this day I have not received a welcome letter from the new servicer Shellpoint Mortgage Servicing. XXXX XXXX XXXX still placed my home on a foreclosure sale especially while the transfer happened. This is not good because it does not give me any time to work with the new servicer to work out options let alone given any time what so ever to have a chance to be reviewed for a loan modification. XXXX XXXX XXXX and Shellpoint Mortgage Servicing strategically transferred my loan so that the time frame would just sell my home. If XXXX XXXX XXXX and Shellpoint Mortgage Servicing continues to foreclose on my property they will be in violation of the CALIFORNIA HOME OWNERS BILL OF RIGHT ACT and definitely other laws for wrongful foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2020-02-18
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: Since XX/XX/2019 I have been requesting NewRez LLC to conduct a new escrow analysis on my VA home loan they service on behalf of XXXX XXXX ( XXXX ). Emails go unanswered, phone contacts take 25/30+ minutes to speak with an agent who can not help with escrow .... I do not receive email responses. The only written response I received was dated XX/XX/XXXX. NewRez has been collecting well-in-excess of what is needed for my escrow to pay property insurance and property tax. These monies will not earn interest and would be better used for principal or other payments. NewRez has a customer service culture of ignoring requesting and failing to respond in a timely manner. I have called them four times since XX/XX/XXXX and emailed a similar number of times. I have received no response.
Company Response:
State: CO
Zip: 80403
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: My home mortgage company was transferred from XXXX to NewRez doing business as ShellPoint Mortgage Servicing. Through my bank electronic service bill pay I paid on XX/XX/XXXX {$1200.00} XX/XX/XXXX {$1200.00}, and XX/XX/XXXX {$1200.00}. The company charging me some kind of fee, they will not tell me why but for not being up to date and keep on harassing me with foreclosure when I have already had my bank forward all copies of payments and correspondence to their litigation department loss mitigation. Tried handling this matter over the phone and they continue to assert that I am not current on my payments and late. When I look on their loan website my payment history shows all the incorrect dates and is still not showing all of my payments and this is becoming a problem as they are now reporting this to the credit beauru and affecting my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92399
Submitted Via: Web
Date Sent: 2020-02-18
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: My loan was transferred to New Rez/Shellpoint in XX/XX/XXXX ( closed on XXXX XX/XX/XXXX ). I called New Rez in XX/XX/XXXX to find out what I needed to submit to have the residence homestead and XXXX veteran exemptions applied to my mortgage payment. I was told to get a tax estimate ( usually around XX/XX/XXXX ) and send it in to update account. I did this. Every month I've called asking about my exemptions and every time I got a different answer. I resent the required documents in XX/XX/XXXX and called to follow up, again I got a different answer. Every time I requested to speak with a supervisor, I was told none were available and that they'd call me back. I called again in XX/XX/XXXX, and was told that my escrow would be analyzed according to my state guidelines. I called again in XX/XX/XXXX and was told the escrow would be analyzed in XX/XX/XXXX. I was also told it would take 3-5 business days and I would be contacted. I called on XX/XX/XXXX and nothing has been done, and the representative told me it would be another 30+ days. I again asked to speak with a supervisor and none were available. The exemptions I've submitted paperwork for is the residence homestead - approved for {$5000.00} and the XXXX veteran property tax 50 % -69 % - {$10000.00}. I feel that every time I all New Rez, the representatives are not knowledgeable of the policies and tell the customer anything to get them off the phone. To date, no supervisors have called back to discuss issues I've been having with this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original loan was with XXXX XXXX.It was sold/transferred to NewRez and that is when the troubles and communication went way out in terms of communication.You call and every effort to talk to a human is a headache.I called today XX/XX/2020 XXXX PST. Finally got a female and asked for a Supervisor.Then she became hesitant. I told her that I was calling about my Escrow charges as the addition of XXXX had been added to my account.The note was going from XXXX to XXXX per month.I would have rather been given the option to pay the difference in a lump some.She then said that they don't take calls only e-mail.I asked for the PMI Department and the response was pretty much the same.My home has gone up in value so I had already written to NewRez c/o XXXX XXXX XXXX, SC XXXXRequesting the PMI to be taken off my loan.She never was able to reach a supervisor meaning that nothing was accomplished.She stated that I would get a call back that never happened,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was in a chapter XXXX. Once my chapter was completed and about to be discharged the mortgage company sent me a notice of default. I contacted my bankruptcy attorney and they contacted the attorney office with documentation showing I had made all payments and everything thing was supposed to be put on hold while Shellpoint did their research. Well it has been two weeks and I received a certified notice XX/XX/XXXX of notice of default from Shellpoint Mortgage. During my bankruptcy I fell behind so on XXXX of XXXX we made a agreement for me repay XXXX with a Stipulation on motion for relief from stay. This document was filed in bankruptcy court. I paid all payments as agreed. I sent them proof of my payments and they are still saying I owe XXXX, XXXX. They have not provided me with how I owe this amount when I XXXX of XXXX I owed XXXX, XXXX which I paid and provided them proof of payment and now I am in default for the XXXX, XXXX. This makes no sense. Shellpoint has clearly made and error. When I first filed my bankruptcy I owed XXXX, XXXX which was paid in my bankruptcy by the trustee so I have no idea were this amount comes from. Also when I first filed bankruptcy my loan was with another a company called XXXX XXXX XXXX XXXX and sold to Shellpoint on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2020-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had XXXX company to make the payments of ours home mortgage in XX/XX/2019, then they transfer our account to a company called shellpoint Mortgage Servicing, New Rez LLC dba and since that they only sent to us one paper bill and stop doing it! I called to them and asked about my bill on paper for XXXX and they said that will sent it to me and nothing yet now we are late and their online billing option does not work yet, is not fair that we never have problems with XXXX making payments a month ahead and that since this transfer account we do not wan na gon na get affected with extra fees of late payments and a possibility that they will destroy my credit score that I work hard to keep and maintain in a good score. we need help in this situation, thank you!.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2020-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Have had this loan for multiple years and have also been or paid on a bi-weekly program either through the company or on our own. We prior to the sale or take over by this mortgage company were on their bi-weekly program. When NewRez dba Shellpoint took over they didn't not participate in that program but we kept on paying bi-weekly through our bank and there didn't seem to ever be an issue until this last year when they for some reason would take one of the bi-weekly payments and make it a principle only only payment. In the event of them processing the bi-weekly and additional principle payments incorrectly they have managed to get our schedule off and now it is showing that come the first of each month we are short on the payment and have since been issued late charges I've called multiple times trying to talk to someone about the issue but it is always after they have applied the " late payment '' and just say they show my account in perfect standing order. Then the first comes around and we are repeating the same process.. I pay {$650.00} the XXXX and XXXX Friday of every month so come the first I have my regular payment plus and additioon {$250.00} for principle.. I got tired of them putting the blame on me because I wasn't doing the samething buth through them on their time schedule. I finally gave in and set up the bi'weekly to start XX/XX/20 and every other Monday thereafter and assured by the superviose XXXX XXXX XXXX XXXX that my account was again in good standing order once this was started I'd have no further issues. But when I went on the website and looked at my billing history in the same situation. They have made some big mistakes misapply by payments and I just want my schedule to be fixed and stop be charged late fees. No telling how messed up principle payoff has been affected by their XXXX ups. I want my account to reflect my 2 monthly payments being applied to the next month and refunded every dime they've charged me inappropriately. I'm including a copy of my payment history for the last 13*months. Also attached is a copy of my last statement and if you notice on the back it states that amounts paid in excess will first be applied to satisfy any delinquency yet that has never happened and I pay an {$250.00} every month.
Company Response:
State: CA
Zip: 96003
Submitted Via: Web
Date Sent: 2020-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A