Date Received: 2020-01-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My Wife and I own a property that has a mortgage originated by XXXX XXXX XXXX. XXXX sold the loan to New Rez who now holds the note and deed of trust. The lien was mistakenly filed against the house twice. First on XX/XX/XXXX and then again on XX/XX/XXXX for the same amount. Just to be clear, we only have one loan with New Rez/XXXX. I am in the process of refinancing this loan with another lender but it requires that New Rez file a reconveyance of the erroneously filed lien in order to clear title. The title company we are working with has contacted New Rez three time ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ), I have contacted them twice ( XX/XX/XXXX and XX/XX/XXXX ). Each time I ask to speak to a supervisor and am told that no supervisor is available. The first time I was on the phone with them for 19 minutes and 40 seconds, the second time I spent 21 minutes and 31 seconds. The bulk of that time is spent trying to get a supervisor on the phone after briefly explaining the situation, to no avail. The first time I was told that a supervisor would be calling me back the same day and the second time I was told it would take 1 to 2 business days to get a call back ( today is a Saturday ). This is an issue because my rate lock is expiring and even a tenth of a percent change in the mortgage rate will wind up costing me tens of thousands of dollars over the life of the loan. New Rez has shown zero interest in resolving the issue and has consistently refused to even allow myself or the title company to speak to a supervisor. I can not and will not pay the mortgage twice which seems to be the only way they will release the lien at this point.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 96150
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint involves a mortgage payment that occurred during the transfer of the mortgage from one provider to another. Regular payment in excess of minimum amount due on my primary residence, have been made on time for the past 14 years. They are made via bill pay, through my personal checking account. The notification regarding the transfer, new provider and payment forwarding information, was received on XX/XX/XXXX. The XXXX payment was processed by the bank on XX/XX/XXXX. This payment was sent to XXXX XXXX. The provider transferring the mortgage. The new mortgage provider is Shellpoint Mortgage and before any transfer notice was received. On XX/XX/XXXX the first mortgage payment to Shellpoint Mortgage was process through bill pay. On XX/XX/XXXX, I received a notice from Shellpoint Mortgage notifying me that the XXXX payment has not been received and is past due. This notice also indicated that an additional amount of {$400.00} was also now due, with no indication on how or why this additional amount was derived. I assumed it was a late fee. I then contacted Shellpoint Mortgage and was advised that the XX/XX/XXXX payment was never received from XXXX XXXX and for me to provide personal banking information and supporting payment confirmation. I complied with payment history for XXXX from XX/XX/XXXX through XX/XX/XXXX and Shellpoint payments for XX/XX/XXXX and XX/XX/XXXX. This communication was sent via email to Shellpoint Mortgage. I received an auto reply indicating the message was received. I have not received any response from Shellpoint Mortgage as of XX/XX/XXXX. On XX/XX/XXXX I received a large envelope via regular first class mail. It contained a legal notice from Shellpoint Mortgage that the mortgage payments are behind and that they have the right to foreclose. It also indicated that the outstanding amount is {$2400.00} and that the credit bureaus have been informed about the late payment, missed payment or other default on the account. I am at wit 's end. I have contacted Shellpoint Mortgage twice and received no guidance and have sent two emails with supporting information with no response. Should I be forced to just pay the {$2400.00}? What confidence do I have that the credit reporting would be corrected. Should I be forced to re-finance? It should be noted that XXXX XXXX has filed for chapt. XXXX protection and the preceeding company, XXXX XXXX has also filed chapt. XXXX.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: 33327
Submitted Via: Web
Date Sent: 2020-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: A loan modification package was submitted to XXXX back in XXXX and the file was being reviewed.There was a sale date on the property for XX/XX/2020. On XX/XX/XXXX the file was transferred to NEWREZZ/SHELLPOINT BUT THEY DID NOT GET THE LOAN MOD PACKAGE. We had to start the process over.We submitted the new file to the new services and the problems continued. I called in 2 times a week. It turns out and email we were given for the SPOC was incorrect, but we always emailed XXXX regardless! On the days I did call, I had to call over and over again!!!!! Reps were repeatedly asking for the SAME info OVER and OVER. I had to call back continuously until I got someone who was willing to look at the file. Thee file was in a perpetual review. For example, they were asking for an alimony awards letter that was clearly there with the income showing IN THE BANK STAEMENTS. I could NOT get the single point of contact on the line. ( see email threads ) Finally, after calling over and over I got XXXX XXXX, to call me back towards the end of XXXX. She confirmed that she had the info. That was NEVER requested in the first place. So bad information was being relayed. Time was being wasted. Same day, she then asked for MORE bank statements that were already there. ( perpetual review ). She then asked for them OVER AND OVER again. I have an email trail that NEEDS TO BE REVIEWED proving this. This file has been severely neglected!!!!!!!!!!!!!!!!!!!!!!!!!!!! The single point of contact then began asking for a LISTING AGREEMENT. Again, please review the email trail. I emailed her that the home is not for sale! I called in numerus times and got reps who are clearly there only to collect a paycheck!!!!!! I asked for supervisor numerous times!!!!!!!!!!!!!!!!! On XX/XX/2020 I spoke to XXXX in the Texas office who review the file. ( took 3 calls to get someone on the line who was willing to assist ) and he confirmed that once again, XXXX XXXX had made an error. The listing agreement is NOT needed for the file. That he would push the file to underwriting. This should have been done long ago as he sees ALL DOCS HAVE BEEN THERE!!!! While on the line with him, XXXX XXXX calls me. She read my emails and confirmed she made a mistake. SHE ALSO STATED THAT IN WRITING VIA EMAIL. SEE THREAD. She stated she was looking at someone elses file at the time she was emailing me. She requested something not needed by mistake.!!!!!!!!!!!!!!!!!!!!!!!!!!!! She then had the audacity to request bank statements AGAIN!!!!! I told her that she is NOT qualified to do this job! All info is there, and to top it off, that I have shellpoint on the line and they confirmed all docs are in and they sent the file to underwriting themselves. She then hung up on me! She also emailed me regarding the errors and the fact that she hung up on me ( please see the emails!!!! ) Today XX/XX/2020, we called in and spoke to XXXX XXXX and she stated the sale date is still set, and that XXXX XXXX noted the file that it most likely will not be reviewed by underwriting due to the sale date! The reason for all these issues in the first place is her fault!!!! She did not do her due -diligence on the file. Never called me back, did not notate the file properly when documents were received therefore causing reps to give out bad information, she mixed up files, etc. Although there are numerous reasons why Shellpointss behavior is unacceptable, the issues that the homeowner would like to bring to your attention are the following : The SPOC is clearly not properly trained or is overloaded. Shellpoint has repeatedly requested that XXXX update financials and other documents on a continuing basis. XXXX has diligently complied with every request to the extent that a full narrative would not be productive. Despite her cooperation, Shellpoint still claims that there are missing documents. This is unacceptable. The number of times that I spoke with Shellpoint to check status of the file should extinguish any opportunity to excuse their behavior. Between the misplacement of her financial documents and the poor communication from Shellpoint, it is clear that they simply does not want to review her file for a possible work-out solution. By endlessly re-requesting and re-reviewing documents over and over, Shellpoint is manufacturing a prolonged negotiation with no real approval in sight. We are demanding this sale date be postponed. The file was neglected, not properly reviewed, files were mixed up, and it is extremely obvious that they are discriminating against XXXX XXXX based on her Race, marital status, and national origin. The way this file was handled is unacceptable. There is NO reason any of this should have happened.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93637
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez waived the PMI now I want to know what the new payment will be. They need to do an escrow analysis and are delaying that.
Company Response:
State: DE
Zip: 197XX
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: HI, I AM XXXX XXXX HOMEOWNER XXXX XXXX XXXX XXXX XXXX NY XXXX HAVE : SATISFACTION OF MORTGAGE DOC. ID XXXX XXXX AND PRINCIPAL {$50000.00} MORTGAGE made by XXXX XXXX I HAVE DEED XXXX date ; XX/XX/XXXX XX/XX/XXXX I send shellpoint mortgage servicing {$6500.00} check number XXXX XX/XX/XXXX I SEND {$5000.00} FROM XXXX COMMISSIONER OF SOCIAL SERVICES TO ESCROW # XXXX in SHELLPOINT Mortgage Servicing tel ( XXXX ) XXXX I NEED MY MOHEY BACK AND MY RESIDENTION HOUSE XXXX XXXX XXXX XXXX XX/XX/XXXX Shellpoint Mortgage Servicing sell my house to XXXX XXXX Address : XXXX XXXX XXXX XXXX, NY XXXX
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Regarding Account Number : XXXX Mortgage Company : NEW REZ/Shellpoint Mortgage Servicing XXXX. XXXX XXXX, XXXX, SC XXXX In XX/XX/XXXX we were advised from our Mortgage Company XXXX that our loan had been sold to NEW REZ/Shellpoint Mortgage Servicing. Payment was made on XX/XX/XXXX to New Rez ( see attached bank statement ) upon attaining the info from XXXX as we still had no statement to pay from ( they were mailing to the rental address apparently ). We contacted New Rez upon our tenant receiving delinquent notice on their door in XXXX ( home is a rental ). New Rez says they do not show the payment and when I sent them proof by email from my bank account on XX/XX/XXXX the payment was miraculously put back in our bank account on XX/XX/XXXX ( see attached bank statement ). We have contacted NEW REZ 3 multiple times and mailed the requested bank statements as proof and they replied simply the matter is closed. My credit has been affected and they refuse to acknowledge receipt of the funds and correct the reporting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92592
Submitted Via: Web
Date Sent: 2020-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had an approved modification with a trial payment due in XXXX - my funds are distributed by wire transfer once per mo - I paid my trial payment on XXXX XXXX XXXX as the wire deposit was ready - instead it was delayed due to an unforeseen issue causing my payment to not be honored - I immediately contacted my pay source and a letter was provided stating not my fault which I sent to Shellpoint mortgage along with an appeal of cancellation of my modification ( I had been notified that my modification had been cancelled ( Shellpoint letter dated XX/XX/XXXX ) To date, I have not received a response to my eppeal. I reapplied for modification, sending a very complete package On XXXX received a letter from Shellpoint dated XXXX.stating receipt of same and giving me until XXXX XXXX to supply items checked by boxes - in reviewing these, I had already supplied all of these - I next made a phone call to my representative - As she was not available I spoke with another representative who told me that the investor had declined modification. I told him that I had appealed this and had not yet received a decision - he told me that my file had been closed- no effort was made to discuss the checked items per the XX/XX/XXXX letter -He transferred me to my representative who was now available - she said my file was on hold. Meanwhile I receive a Notice if Sale under power by a foreclosure Atty for XXXX this notice was dated on XX/XX/XXXX XXXX XXXX. I received this Notice on XX/XX/XXXX - Since I have received conflicting information from Shellpoint ( letter dated XX/XX/XXXX acknowledging my application and giving me a time fr as me until XX/XX/XXXX to provide checked documents/ rep stating file closed/ rep stating file on holdso can t discuss requested items// notice of foreclosure by power dated XX/XX/XXXX ). No response has been received regarding my appeal of cancellation of my modification as of yet- this appeal was sent immediately after receiving Shellpoint s letter dated XX/XX/XXXX stating cancellation of modification due to Failure to pay as agreed - my appeal stayed that it was not of my control and a letter from my pay source was provided documenting same/ I emailed a copy of all documents checked and a notarized list of same - I also emailed updated social security letters stating upcoming amounts for me and my husband - I sent a Dispute letter also, based on the conflicting information, a Demand to honor the XX/XX/XXXX letter from Shellpoint acknowledging my application for modification/ a dispute of placing my application for modification on hold and not reviewing it as per the XX/XX/XXXX letter Referring to dual tracking described in section 11 of Regulation X law/ and therefore a Demand for cancellation of the XX/XX/XXXX foreclosure sale I also sent a letter confirming the discussion with representatives who TOLD me conflicting information from Shellpoint s Letter dated XX/XX/XXXX - I addressed this is section 1 I addressed the foreclosure sale date in section 2. I addressed another serious complaint - Shellpoint has NOT paid the taxes due on my home in the amount of {$3800.00}, billed in XXXX - I have forwarded the bill to the escrow Dept 5 different times and it has not yet been paid - I received a FiNAL NOTiCE regarding these unpaid taxes. I address this in section 3. Finally I addressed a more serious situation that occurred in XXXX - the illegal breaking in and trespassing of my property - changing of locks, winterizing plumbing, and posting iof unoccupied and vacancy on My front door - I filed a police report and both officers said it was illegal trespassing and forced entry - I also reported the theft of a valuable painting and various items - in addition Shellpoint illegally filed an ins claim with my homeowners ins stating my home was vacant basing their actions on a former ( 3 years sealer ) sale date by XXXX which had been cancelled and I was granted a modification - the ins agent checked the county and saw that I was the owner of record - he closed the ins claim and forwarded ALL correspondence to me that had been sent by Shellpoint with photos showing removing items from My refrigerator etc. I have notified my attorneys of same and have all info for documentation - unbelievably Shellpoint justified this by a section in My security deed - my Attys said their actions will not hold up in court - in fact it is criminal according to the police and Attys - I addressed this in section 4. Next I sent a Demand letter for Shellpoint to honor their letter dated XX/XX/XXXX. Giving me an ability to have my application for modification reviewed and hopefully approved as I am able to make payments as shown in my appeaa I also Demand that the foreclosure sale on XX/XX/XXXX be cancelled in order to comply with Reg X section 11 - also I pointed out that holding my application could be deemed a strategy to send a letter denying my application as it was not complete 37 days prior to the sale date which would not be my fault but theirs
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30060
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Impounded property taxes for the loan have not been paid. I notified the mortgage servicer on XX/XX/2019 that the wrong property tax account was listed XXXX ( please find attached response ). They went ahead and paid property taxes to the wrong property tax account. I followed up by phone after seeing this and received no response, followed up by phone again on XX/XX/XXXX after seeing the taxes still haven't been paid with no luck, just the same run around I received before. I don't have time to spend XXXX minutes on the phone over and over to chase these people down and get no resolution. I have had nothing but problems with this mortgage servicer. Horrible service, no accountability and no resolution. At this point, the county tax assesor shows that I am delinquent in my property taxes on the impounded account attached to this mortgage XXXX!! Taxes are impounded with my payment, and of course, I am current on my payments. I have attached both property tax bills, the one that was paid incorrectly and the one that should be paid but has not.
Company Response: Company believes complaint is the result of an isolated error
State: OR
Zip: 97302
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have called Shell Point Mortgage several times since being notified my loan was being serviced released to them .... 1. Your Customer Service Representatives are advising ACH payments can not be cancelled. Please be advised this is illegal 2. Your Customer Service Representatives are advising there are no reference numbers or confirmation numbers provided when a payment is pre-scheduled. This is a conflict, when I received two confirmation numbers from a former customer service representative when I set up my payments. 3. I provided the Customer Service Representative with the correct account number and told her to ensure the 0 was added to end, so that there would be no problem with the posting of my payment. The representative failed to do this and had I not called in tonight to speak with you, my mortgage payment would have rejected. 4. The Shell Point Mortgage Website doesnt provide accurate information regarding anything. One minutes it shows the scheduled payments and the next minute I cant see any of my pre-scheduled payments. 5. The Shell Point Mortgage Website does not allow me to pay via online, I must call in to a Customer Service Representative 6. Shell Point Mortgage is violating the RESPA regulations which allows the mortgagor 60 days to address any loan issues. In fact I received 6 Intent to Accelerate letters from Shell Point prior to XX/XX/XXXX. My loan was serviced released to you effective XX/XX/XXXX. 7. Shell Point Mortgage is deliberately making it difficult for mortgagors to make their payments, this is insane by failing to make the necessary updates on the system per the mortgagors request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell delinquent on my mortgage as of XXXX of 2018. I called my mortgage company the month before in XXXX of 2018 and advised then I would need 1 payment put to the back of the loan as I was experiencing a hardship. The rep on the phone with my mortgage company advised they could not help me unless I was three payments behind and I would need to be three payments behind in order to qualify for any assistance they could provide. Once I did what I was instructed to do I applied for loss mitigation on my loan and to no avail I was immediately denied for any and all retention options. I have applied several times for loss mitigation and every time they deny my request. However I would not be in this situation if I never listened to the rep and was told to not make 3 consecutive payments. I have gone directly to my investor to open up a case as per the guidelines of XXXX XXXX they can make exceptions and they to are not interested in helping me at all and now want to foreclose on my home. The denial reason is bogus because they are not willing to reduce my interest rate to market rate which would automatically qualify my for a modification although they can reduce it. The investor is part of the issue as well as the servicer. The lenders are able to do whatever they please to homeowners and the CFPB does absolutely nothing to protect the consumers at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A