Date Received: 2020-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On two separate occasions now I've paid my monthly mortgage by check and added a significant amount of additional principal. I regularly add an extra {$1000.00} - {$2000.00} toward principal throughout the year without any issues. However, when I send a check that includes an extra {$10000.00} or more, both times it has gotten processed incorrectly, with the extra money not being applied to my loan at all, like it's just missing! My bank shows the full check cashed but my mortgage company payment history shows I only paid the monthly payment! The first time I called the mortgage company they said they'd fix it and to wait 3-5 business days, I waited and they money didn't show up credited to my mortgage. So I called again, I felt like the money was missing in thin air, so I threatened to cancel the check and call my bank. The mortgage company seemed OK with me cancelling the check and trying to make the payment again. I said forget that, I want the payment credited back to the date the check processed to get interest credit! So they asked me to contact my bank for special transfer numbers. After multiple calls to the mortgage company and my bank to get special payment numbers, the mortgage company finally found my original check payment and applied it correctly. We'll see what happens this time around. I submitted the issue to them via contact us online and called them this morning. This morning they said they submitted a request to correct it but couldn't give me a reference number, telling my no worries the call is recorded. So now I wait 5 business days like last time hoping it goes through. Hopefully, 5 days from now I'm not calling back with the same experience as last time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2020-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX to Shellpoint which is serviced by NewRez. Newrez sent me a statement that my maturity date had been extended from previous XX/XX/XXXX to now XX/XX/XXXX. I question this because I didnt refinance and I have a fixed mortgage hence there should be no changes. If the mortgage company changes. I requested a copy of my amortization schedule from NewRez and they sent me the identical copy that I previously received from XXXX that states XX/XX/XXXX ( which was fine ). Yet, Shellpoint/NewRez reduced my mortgage payments and extended the maturity date XX/XX/XXXX ( without my permission ). My taxes increased so I dont see how my payments should be lowered if I didnt refinance? I requested a new amortization schedule and i have not yet received it.
Company Response:
State: NJ
Zip: 07753
Submitted Via: Web
Date Sent: 2020-01-05
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing assumed our mortgage on XX/XX/XXXX from XXXX XXXX XXXX. The City of XXXX property taxes, in the amount of {$5500.00}, were due on XX/XX/XXXX and a copy of the bill was emailed to Shellpoint on XX/XX/XXXX. As of today, XX/XX/XXXX, the property taxes remain unpaid, despite multiple telephone calls and emails to Shellpoint Mortgage Servicing. Telephone calls were made on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, each time with escalation to a supervisor. Emails were sent on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02116
Submitted Via: Web
Date Sent: 2020-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The Shellpoint Mortgage Servicing ( https : //www.shellpointmortgageservicing.com ) forced me to buy Lender Placed Hazard Disbursement in-spite of us providing it.Even after providing the certificate of proof and multiple followups, they are not refusing to remove it or stop charging me every month for it. As a result they have bumped up the ESCROW payment by about XXXX a month, they always say they are going to fix it once their insurance department verifies it, but they have not done anything for over 3-4 months. Meanwhile, in XXXX they reported delinquency in payment to credit bureau and chose to spoil my and my wife 's credit report rather than addressing the problem. Yesterday, I spoke with them again and their representative told me that they " might '' be able to reconsider as it has been a while ... .And promised to get back to me but no one called me back. I also asked the representative to initiate a complaint but he did not do anything about it. The mortgage provider is well aware that we are trying to get this refinanced, their refusal to address the issues, raising my payments, and reporting to credit bureaus. I and my wife have called them at least 10-15 times regarding the same issue.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2020-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The mortgage loan was sold several times last year when I feel behind due to an job injury and I was on XXXX. My current mortgage lender consistently records my payments as XXXX days late, when I am not. I have been caught up on all my payments for the last 6 months but they are still recording errors and they wont change them. If I dont pay my mortgage by the end of each month before the 1st, I will get a notice from he following week, along with a credit counseling package stating that I am now past due. I have until the XXXX of ever month to pay my mortgage until i am technically late, so I shouldnt be receiving any threatening phone calls or debt packages until then. They also dont update their entries to the three credit boards in a timely manner. My credit profile still shows that I am delinquent when my account is current. I have filed numerous complaints with the 3 credit agencies to correct the information but my lender will report that its correct per the FCRA. Which it is not! This is effecting my credit score. I wont to stay current so I can refi my loan and switch to a better mortgage lender!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2020-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage has refused to give back almost {$3000.00} due to the family after the passing of the father and the sales of the house and settlement of the estate. They issued a check incorrectly in the name of the deceased which could not be cashed as it was not written ( as directed by the estate attorney ) to the Estate. After multiple attempts to resolve the issue, we escalated with the ConsumerFinance.gov website and received an incorrect resolution summary document ( attached ) from ShellPoint Mortgage which FALSELY states that funds were distributed via EFT, which they were not. No funds were distributed to any estate or personal bank accounts via EFT, and no checks were issued to the estate. Multiple subsequent attempts to reach the bank for reply have gone unanswered. XXXX XXXX in the ShellPoint Mortgage compliance department has not returned multiple phone calls to the number that was outlined in their response ( XXXX ).
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2020-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX XXXX to New Rez LLc on XX/XX/20, The amount due on the loan was equal to the amount held in escrow. I am attempting to pay off the loan and am unable to make such arrangement due to New Rez LLC not being fully prepared to completed the servicing of my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21222
Submitted Via: Web
Date Sent: 2020-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This complaint is related to XXXX and I have attached it so please read it to get yourself up to speed on what I am talking about. NewRez is still missing the point. The bottom line is that they qualified me on an incorrect payment amount. If they want to blame XXXX XXXX or blame XXXX County, that is fine. If I were them and I truly believed this was someone else 's mistake, I would seek damages as well because it led to them to falsely qualifying a mortgage. So, by all means, if NewRez wants to take action against XXXX XXXX and/or XXXX County, that is their prerogative. HOWEVER, my issue is still with them and the plain and simple fact that they qualified me on an incorrect payment ( hundreds of dollars lower ) and I got stuck with paying more than {$200.00} PER MONTH more 3 months after my payments started and now, a year after that, {$420.00} more than what I signed at closing. It is UNACCEPTABLE that a 30-year-fixed mortgage payment is nearly 20 % higher than what was signed at closing LESS THAN 2 YEARS AFTER CLOSING. Something is very, very wrong with that! In any case, this mistake was intentional by the mortgage officer AND OTHERS employed by NewRez ( New Penn at the that time ). They say he doesn't work for them anymore so they don't know. Well, find him and reach him if you'd like to confirm. Ask him to swear under oath that he didn't use this to his advantage to get my mortgage qualified. ( By the way, it should be noted that XXXX XXXX did, IN FACT, recommend XXXX XXXX unlike their response which states " New Penn does not have any affiliation with XXXX XXXX ''. ) But, here is the thing : whether we assume NewRez and the mortgage officer made an innocent mistake or not, it doesn't matter. If this goes unanswered, uncorrected, and uncompensated, then this " mistake '' will happen again and again in the future to homebuyers and it will cause many to go into foreclosure. I am extremely lucky that my income has gone up since closing but my increased payment has robbed me of enjoying that income boost in other ways. You can blame the county or the Title company, but the underwriter and mortgage company have to do their due diligence and this was a glaring mistake that should have been noticed at a glance ( I was qualified at that payment before the Title company was ever even involved ). I am attaching documentation from the county showing the tax numbers FROM THE COUNTY that NewRez said were incorrect despite the fact that it clearly shows the tax relief from the previous owner ( who had a common tax relief status not applicable to me or most buyers ) as a subtraction/adjustment from the actual taxes. It shows clearly that the property taxes for 2017 {$5400.00}. New Rez would have seen it clear as day like this with the actual taxes and the adjustment for the owner with Tax relief status ( which I was obviously not entitled to ). Additionally, while they blame XXXX XXXX, they sent the records to XXXX XXXX themselves. Before XXXX was ever involved, NewRez qualified me on these false numbers and are the ones who sent the documentation over to XXXX. So, here 's the newsflash NewRez : You qualified a loan on an incorrect payment ( making it a junk loan ) yet you are not treating it as such. You can't sell this loan as a premium loan ( and, if you do, I will notify immediately whoever you sell it to ). NewRez and other mortgage company 's will continue to fudge the numbers to their advantage hurting homeowners and the economy if we allow them to fudge the numbers and turn a blind eye to obvious, glaring mistakes. I have been fortunate enough to make payments only because of promotions and job changes that have improved my income. For 9 out of 10 families, if something like this happens to them, they will foreclose. {$200.00} / month will make or break most families but more than $ XXXX/per month would break the budget of probably 90 % of Americans. Please, in your response, do not try to explain that my taxes have increased and my Homeowner 's insurance has increased, etc. Yes, we know, we all know and we have accounted for that. That makes up just a TINY fraction of the increase in payment I am paying. The vast majority BOILS DOWN TO THE FALSIFICATION OF PROPERTY TAX AMOUNTS on my loan. I will continue to bring this up and will also publicize it if it does not get resolved this time around.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original mortgage company XXXX filed bankruptcy and now shellpoint mortgage has taken over, and today I continue to follow up on having my account reflect the accurate amount I have paid since this transition & even provided proof of my payments that were made by money orders but shellpoint continues to send me delinquent notices as if I havent paid anything I have called and called and they tell me it takes 30 to 60 days but I keep getting the run around. I paid by money order not check my account should reflect current but they refuse to update it & provide me an updated bill because they said they a debt collector and they trying to illegally take my home on false information for XXXX that they claim is past due which isnt. Please help. I have provided proof within my emails to them. I can also send all other emails that I have continued to send trying to get this matter resolved but they keep sending certified mail saying Im in default when they have evidence that my mortgage should reflect current. They now have me on hold for long periods of time which is more than 30 minutes. They have NSF charges on my account but I paid by money order. They keep giving me misleading information verbally but in writing the direct agent sends emails as if hes been trying to reach me or excuses of why he didnt contact me but the entire time my phone is by my side and my daughter is also on my account with authorization to speak with them. Ive been threatened that they are taking my property since XX/XX/2019 but I have provided proof of XXXX, XXXX, & XXXX payments that were paid by money order but there system reflects NSF charges reflecting my payments bounced how do money orders bounce. They keep telling me to pay again because they didnt receive everything from XXXX but I provided proof of my payments nor did we receive anything in a timely manner of when to start paying Shellpoint. I paid XXXX & XXXX to XXXX when I was notified I sent XXXX to Shellpoint & XXXX payment isnt reflected on the account either and reflecting NSF when it was paid by money order as well. I provided proof still no update but I keep getting demanding letters and certified mail but they have proof.
Company Response:
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2020-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan servicing company gave me a payoff ( see attachment XXXX XXXX for XXXX, XXXX, XXXX with the projected payoff date of XX/XX/XXXX in the amount off {$800.00}. This is total amount of interest, {$12.00}, fees of {$720.00} XXXX break-down {$210.00} in XXXX XXXX, {$490.00} in XXXX, {$6.00} XXXX pres ), $ XXXX. and release fee of {$68.00} totaling {$800.00} which I paid please see attachment bank statement showing the withdrawal from my bank on XXXX XXXX in the amount of {$800.00} I have made repeated attempts to pay off my home, after making the above requested payoff I find addition fees with now having a additional payoff amount ( see attachment ) being {$240.00} with the principal balance {$0.00} interest {$0.00} fees {$170.00}, release fee {$68.00} ( the math is wrong ) ( see attached payoff dated XXXX XXXX ) I then call to inquire why, never really getting a satisfying response I paid the {$0.00} for the principal balance with the customer service by XXXX ACH PMT of {$1.00} then was later reversed leaving me with a principal balance off {$0.00}, but I also had my bank pay {$1.00} please see attachment, but I still have a principal balance of {$0.00}. These fees are fraudulent, and unsubstantiated after repeated requested to provide proof of fees, I was never provided proof and was told they didn't have too, and XXXX time I was told the fees included a abandoned property fee XXXX, {$250.00} paid to the city of XXXX, after talking to the city and proving that never happen it was then change to winterization fee, also never happen. The XXXX inspection report dated XX/XX/XXXX shows a fee of onl {$18.00} inspection, the inspector states it was only a visual inspection with no walk-thur completed and signs of rehab, I had a house fire XX/XX/XXXX and my Mortgage company took advantage of me then and continue to do so. I paid these fraudulent fees and still after paying new ones come right back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60621
Submitted Via: Web
Date Sent: 2019-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A