Date Received: 2020-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please tell NewRez, LLC that we reject the breach of contract and the new terms including this ridiculous fee schedule flat out and that we only agree to abide by the terms of the original mortgage service contract. If NewRez, LLC argues that they are allowed to raise certain fees, fine then we only agree to have our fees raised by a reasonable 5 % in dollar terms. Also, if NewRez, LLC insist on a collective {$55000.00} fee for any litigation then we are instituting our own fee of {$100000.00} to NewRez, LLC for any litigation costs regardless of who brings the claim or the merits of the claim. That is just one or our new fees. Please also have the CFPB serve as the document holder for our Fee Schedule.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80241
Submitted Via: Web
Date Sent: 2020-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC not honoring our original mortgage service contract and is changing terms/fees to egregious levels in some cases raising fees from {$30.00} to {$30000.00}. Not only is this a breach of contract and fair dealing is beyond unethical.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80241
Submitted Via: Web
Date Sent: 2020-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Mortgage is delinquent by {$14000.00}, working with Loss Mitigation department for months with no resolve. Mortgage collection sold to Shellpoint Mortgage Company 15 days ago. Spoke with them and was told the Mitigation was in process with them now and was being handled by our representative. I could call to make payments on automated systems XX/XX/20 Called to make a monthly payment, automatically routed to an alleged representative that is never there and will not return calls. Called back without identifying self and got an agent who refused to take a payment, only will take payment in full, otherwise must talk with assigned representative who is not available. I noted to agent that this is a recorded line and is therefore discoverable. Asked to escalate to a supervisor was left on hold for A representative took the call since past due account they can not take a single payment must be 4 of those payments. I am not able to accept one payment at this time I can not pay one months payment in any way, shape or form. They can not take anything but 4 payments, this has never been said or sent in writing this is the first I am hearing this. I was welcomed to mail in a check but it could be refused and returned or held with no action. Note that previous company, XXXX, took monthly payments while working on a payment arrangement. Fees continue to escalate during this time. I asked for a manager and was placed on hold once more. With the manager, we advised each other we were both recording, I simply repeated everything I was told for confirmation and again asked for a process to send in a monthly payment. Given same story with no option to make a payment other than an amount I can not pay. Because the payment arrangement was not in place, they will not take any monthly payments until this is reviewed and will take up to 60 days 2 months of additional and forced delinquency to complete this review. Any payments sent in will be returned. I questioned the legality and was told this was their policy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2020-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am having a problem obtaining a payoff amount from Shellpoint Mortgage Servicing ( NewRez LLC ) for a refinancing with XXXX XXXX XXXX Bank. I had applied for a mortgage refinance with XXXX in XX/XX/XXXX. At the time, my mortgage was with XXXX XXXX XXXX.When ready to close, needing only the payoff amount, the mortgage was transfered to Shellpoint in late XX/XX/XXXX. We were told by Shellpoint that the payoff amount would be available at approximately XX/XX/XXXX. I and XXXX attempted to contact Shellpoint many times during the month of XXXX with no success. I, personally, tried to contact them by phone and online. Online I tried more than once with the reply that I would receive it in 5 days which never happened. I spoke a number of times to a representative who assured me that I would receive it, sometimes in 5 days and sometimes the same day. It never happened. I had applied for 'interest rate lock ' with my mortgage application. Due to the excessive amount of time past the applicable date for closing, penalties had accrued to almost {$2000.00}. I had to cancel my refinance application in the beginning of XX/XX/XXXX. In XX/XX/XXXX, I reapplied for a refinance with XXXX. Near the end of XXXX, I was preapproved for the refinance and waiting for the payoff amount to close the deal. It has been almost three weeks of trying to obtain the payoff amount from Shellpoint to no avail. The same contact efforts were made as before, through phone calls and online. Certain items will have to be redone, such as a termite inspection at an additional cost to me. Please advise us of your actions to assist us. We were wondering whether we have to obtain legal representation to be involved with this situation. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33437
Submitted Via: Web
Date Sent: 2020-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan is with Shellpoint Mortgage Servicing They are collecting escrow account to pay for property tax and insurance. However, they missed payment my first property tax bill. I called them four times and wrote an email to beg them to pay but they just ignored me. The county sent me tax delinquency notice. Every time I called they sounded like I bothered them. They kept promising to set up payment. Until now, they did not make payment to county tax at all. I demanded all my escrow fund to return to me so I can make payment by myself but they refused. They even asked me to pay my own property tax while they hold close to 10,000 of escrow fund and doing nothing. Now that the 2nd tax is due I am afraid they just accumulated the escrow fund and my money would be gone. I do not have that much money to pay property tax and pay them every month into the escrow account. Please help me.
Company Response:
State: CA
Zip: 95035
Submitted Via: Web
Date Sent: 2020-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was approved at XXXX for a loan modification in XX/XX/2019. My loan was then sold to SHELLPOINT MORTGAGE SERVICING in XXXX of 2019. Then my three trial payments got mixed up. The first trial payment I sent to XXXX in XX/XX/2019. I had trial payments set up with XXXX. They were supposed to automatically take the payment out. The payment did not transfer over. I realized in XXXX that the payment was not withdrawn and I called SHELLPOINT. They withdrew the automatic payment that was due for XXXX. I should not be considered late SINCE it was within the 60 day transfer period. At that time, I set up the next automatic payment to be withdrawn the end of XXXX. Shellpoint DID NOT withdraw the money. Now they are not permanently modifiying my loan. Because of this my loan is back in foreclosure. It was their fault that they did not do the automatic payment. I tried to have the woman take the payment out and nothing. I need help getting this modified permanently.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60707
Submitted Via: Web
Date Sent: 2020-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im writing to request your support in helping me share what Im going through with others allowing them to see the gaps of why homeowners should have a say in who holds the dead to their home until the loan is paid off. I am also trying to gain support from my dad as well so that I can raise awareness and the funds required to pay off his home as well. Im going to write and stand before law making citizens doing all that I can to bring change to the rights of homeowners. I just pray that its not too late to save my dad, anyone willing to help him can send funds directly to Shellpoint loan XXXX but please keep a copy of the receipt because they have yet provided proof of our payments as of today and the one they did, reflects that it was received in the wrong month as if its accurately notated. Im asking that anyone willing to read my letter or will allow me to share my story please dont hesitate to contact me with the information I have provided below. I have worked within the XXXX XXXX XXXX XXXX for more than 15 years and while I work to inspire XXXX to achieve XXXX Im torn from the inside with knots in my stomach not knowing if we will be put out due to poor records by a mortgage lender. I also spoke of this matter on XXXX news, Im willing to provide to anyone that request it. XX/XX/2019 was a year for unpleasant extremes in customer interactions with XXXX and when we thought things were getting better we found that it was the beginning of the worst when we were never properly notified that XXXX our mortgage company filed for bankruptcy. This information didnt come to us in a timely manner until after the new mortgage lender had assumed the responsibilities of a company that hadnt followed through with managing the accuracy of payments nor communication. In fact they would often have individuals that would provide a variety of information for a customer to figure out what is accurate. My father had his struggles with payments, but he always paid to maintain his accounts and due to his pension being reduced after fifteen years of retirement of working with the XXXX XXXX XXXX system as what they identified as an error my father found himself on a fixed income and still in the red to maintain in. When I learned of this I immediately stepped in. My father 's health isnt its best and he has his good and bad days but the constant battle of dealing with what we were told would be handled by Shellpoint has yet happened. When it came to our attention that Shellpoint was whom the payments would be handling the payments we felt that maybe we will gain a better service and be able to move forward, when we finally received our 1st initial conversation from Shellpoint we was told that they would contact XXXX and no worries we will have the payments updated once we complete our communication with XXXX, which never happened. Due to shabby paperwork XXXX stated to Shellpoint according to what was communicated to us that they have no proof of the money orders. We was never allowed to hear any of the conversations ourselves we have always had to go based on hearsay, for all we know those calls never took place. At that time, which is the month of XX/XX/2019, we needed to show proof of the money orders because XXXX had no proof of them. We produced proof of the payments through XXXX for XX/XX/XXXX for XXXX XXXX for XXXX and XXXX for the original amount of XXXX, which was made with a postal money order. I made more than what was required for the XXXX and XXXX because I was trying to get it where my dad would eventually have a month in advance of credit on the account but at that time I was told once the XXXX payment was posted and the other two money orders were verified that the account would be current, and thats when we realized we was receiving lies and poor customer service with Shellpoint in fact we begun receiving stacks and stacks of letters in regards to the payments that was made, then they started coming certified and when we called we would sit on hold for more that fourth five minutes to talk to a person that we was told unable to be reached they he would tell us that he would schedule our calls and still call when he got ready stating he was on another call. The month of XXXX came and the mail and calls increased and at that point we was being threatened and being told we need to pay for what we have already paid and the demand amount increased because at that time XXXX was included. We was also communicating with a young lady named Ms. XXXX, she stated that she was taking over and that she apologized for the all that we have gone through and that she was going to make it right, we have no hope at this point because she was saying the same script that MrXXXX XXXX was stating because nothing was changing but prior to Ms. XXXX fully taking over Mr. XXXX called and stated that XXXX confirmed the XXXX payment which meant we were awaiting the XXXX money to be verified and the XXXX to be posted. I was told to hold the XXXX payment by Ms. XXXX because she said she didnt want it to post until the other payments caught up to the system so that it would reflect as it should. She also communicated to me that due to the inconvenience she was going to remove all the other errors because my fathers account was reflecting that the payments was made by check when they were made by money order so Ms. XXXX said that she was removing all of the NSF charges and that she was going to remove all penalties because the money orders were being held up because they were trying to verify them and meanwhile my father was being charged as of today those fees have been reapplied and the documents have been altered to make it reflect that we owe. My XXXX and Mr. XXXX both stated they was unable to gain direct communication from XXXX and why would they be honest at this point they have nothing to lose because its already being lost, but my father will become homeless and so will I because I now reside with him because hes afraid of being in the home if fear this matter wont be resolved and he will be put on the streets when he has paid this already. We paid the following with money orders. Please review the money orders I have included. XX/XX/XXXX {$840.00} XX/XX/XXXX {$840.00} XX/XX/XXXX {$800.00} XX/XX/XXXX {$800.00} - {$3200.00} which is only {$3200.00} Meaning that XX/XX/XXXX payment should only reflect {$730.00} because I paid an additional {$72.00} dollars and I was told that all of the fees and penalties were being removed for the poor service and communication and the amount of time it took for this matter to be brought to her attention. She contained she was going to make it right and that she understood because she would feel the same if it was her father being treated as my father was. I took over and she verified that my father was being threatened with I guess you will lose your home or borrow from someone or this need to be handles now, even when Ms. XXXX said that the calls would stop they didnt they continued even more and nothing was done about it and the mail continued and still do to this day and telling me to tell my dad to ignore it simply wasnt happening and doesnt clear the matter up. Many of the letters that came to us reflected a variety of amounts within the same month. In the month of XX/XX/XXXX we was told we owed {$1600.00} then the amount decreased to {$1500.00} on XX/XX/XXXX, then a letter came in XX/XX/XXXX saying that we was now owing for XXXX, XXXX, XXXX, and XXXX but none of the money orders sent from XXXX had been applied and XXXX was on hold per Ms. XXXX, which I was advised after my XX/XX/XXXX pay period, even then she told me that when that payment arrived I would only owe for XXXX, so why is our balance now {$2400.00} and including penalties Ms. XXXX said it would be removed. How we still owe three months when we have paid out a total of four payments from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. We only owe for the current month of XXXX. And to have Shellpoint to act on faulty paperwork from a company like XXXX that is filing bankruptcy due to the negligence of not handling or conducting safe practices with customers and their accounts saddens me beyond and simply wrong when you are doing this to an elderly person. My XXXX aked for me to send her once again any and all copies front and back or information on the money orders/payments which none was made by check. After many attempts with Ms. XXXX, I felt that she wouldnt be honest about the communication so I recorded it and she stated that this would be resolved and that she was removing these charges, Im asking Shellpoint to do whats right give my dad hope and allow him to feel confident that we have some good companies that truly cares, Im asking you all to keep the words that was provided to us which was no worries we will take care of you. This matter has totally broken my father down, he was a great father, husband, son, and employee, he was always helping others and being an valuable asset within the communities among us. He was a dedicated man to anything placed before him even perfect attendance on his job over 30 years. If I had the XXXX to pay off this loan I would, but due to my medical situation I cant financially assist more than I am.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint purchased my mortgage from drop mortgage XX/XX/2019. The first payment made was sent and credited correctly. The payments on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX of 2019 were made and were never credited or recognized by shellpoint. I have bank records showing this payments were debited from account but Shellpoint would not credit my mortgage account for them. We had the bank track the routing of the payments and they confirmed deposit in Shellpoints bank. Additional to the theft of payments, Shellpoint tried to draw funds from accounts that were in my underwriting file that were never associated to the mortgage. This was identify theft. They refused to track the IP addresses, which would clearly show the log in for this fraudulent activity was located in their office. They have since refused to communicate about either issue. It seems like after initial investigation they are trying to brush it under the rug and cover it up. I believe this would be a RESPA violation, larceny, wire fraud, and identity theft
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2020-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Shellpoint Mortgage Servicing acquired our mortgage loan XX/XX/XXXX that I have had for 13 years. I have never had an issue or late payment until then. Their billing was often delayed and partial amounts. However, I sent the payment for amount billed usually within a week of receiving the invoice. Shellpoint admitted that they were having problems with billing amounts and timelines. The following are when my checks cleared on this loan. Again, for the amounts that were billed. The last payment to the previous holder, XXXX XXXX was XX/XX/XXXX for {$180.00}. The following are to Shellpoint Mortgage. XXXX {$180.00} ; XX/XX/XXXX {$180.00} ; XX/XX/XXXX {$180.00} ; XX/XX/XXXX {$110.00} ( this was not billed ; amount given by phone ) ; XX/XX/XXXX {$1600.00} ( this invoice had 3 monthly payments due -- first notice I received on this amount ) ; XX/XX/XXXX {$610.00}. Have continued with monthly payments on time. It appears they are reporting the XXXX payment late to the credit bureaus. I have contacted them 10-12 times without resolution. I was originally told that they were correcting in inaccurate late payment, but has not been done. Shellpoint Mortgage Servicing is a rogue mortgage servicing company. They have 565 complaints by XXXX XXXX XXXX, over 200 negative reviews on XXXX and were sued by the Massachusetts Attorney General and settled for {$4.00} million on XX/XX/XXXX for violations of regulation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I successfully completed, signed and notarized a loan modification with Shellpoint Mortgage in XX/XX/XXXX. In XX/XX/XXXX the loan was transferred to another servicer, XXXX XXXX XXXX. As XX/XX/XXXX my modification has not been completed. My loan is in limbo and I have been making payments that are not credited to my loan. I call both companies and everyday. XXXX told me today XX/XX/XXXX that they can not get the terms of the loan to match the terms that Shellpoint sent. XXXX says Shellpoint is not responding, Shellpoint says XXXX has everything they need. Originally, I was told that in order to start the trial modification I would need to pay {$10000.00} prior to the first payment in XX/XX/XXXX. In XX/XX/XXXX I expressed my concern about paying {$10000.00} essentially a down payment that was not noted in the agreement. There was no mention of the {$10000.00} anywhere, I went out of my way to continue to tell Shellpoint that this didn't seem right. Well my fears are now validated because XXXX indicates the {$10000.00} is the very reason they can not process my loan - because the {$10000.00} was not spelled out in the modification paperwork as a down payment - it is essentially showing that I made all the trial payments as a lump sum. As of XX/XX/XXXX nothing is resolved and I am still limbo with this loan. Its is extremely hard to get anyone on the phone at either company. Specifically I have left messages for the Supervisors at XXXX, XXXX XXXX and XXXX XXXX but no one cares enough to call back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A