Date Received: 2019-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 I received notice from my prior mortgage servicer that my loan was being transferred to Shellpoint Mortgage Servicing ( " Shellpoint '' ) effective XX/XX/2019 and payments should be accepted by Shellpoint on or after XX/XX/2019 ( the " Notice '' ). The Notice from my prior servicer did not contain a new loan number, but rather referenced Shellpoint 's customer servicer phone number and address. Since such time of receipt the Notice, I have attempted to email and call Shellpoint approximately 20 times to locate an account number to process my mortgage payments. Many times I wait on hold for longer than 10 minutes, and have no success in obtaining an account number, being identified as a customer or successfully being escalated to a specialist for further research. Most recently on XX/XX/2019 I waited on hold for 42 minutes to only have the phone disconnect ( without any fault of mine ). I have also attempted to establish an online account with Shellpoint ; however without a loan number an account to process a mortgage payment can not be established. Additionally, I have connected with my prior servicer and lender over the phone and both confirm my loan has been transferred to Shellpoint. Moreover, my home owner 's insurance policy has been updated to name Shellpoint as the lienholder, which was communicated to me via US mail and contained an incorrect reference loan number on the communication. Lastly, on XX/XX/2019 Shellpoint requested I coldcall many other mortgage servicers to see if they had my loan and I was provided by a Shellpoint representative with 3 other phone numbers. Upon my calling of other mortgage servicers I was unable to locate a loan number.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 92106
Submitted Via: Web
Date Sent: 2019-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX and shellpoint service and now XXXX are trying to charge XXXX me by increasing my monthly payment made up late fees and every way they can have to get my home their XXXX goes to far as make allegations like I made a bankruptcy I did not but they claimed it all to make me pay for their extra fees and keep paying more but not proved on XXXX when they force me to signed their papers thought the court after paying my 3 payments in their called loan modification I notice that contract was not in my favor and by law their contract was supposed to be between the 2 parts agreed in their contract and they added so many made up charges so they increase it for more than the house was value their called help to keep your home was not good at all but they their loan modification was a fraud but I did not have more money and the lawyer I Got to help me did not helped me at all he side with them and told me that I got no options but go with it and after a year pay them they will be helped me more and I did not have to pay for any extra payment in the money they put extra more than XXXX they claimed my scrow my late fee lawyers fees and some many other extras made up expenses they claimed I owed them that money I was to pay it with 10 years and the original loan was not into it now XXXX XXXX XXXX fraudulent thinking of how to XXXX more money and keep the house they started to tell a XXXX about bankruptcy that my wife XXXX in XXXX and she was not even in the loan proved no other paper where into her name before XXXX but claimed she was even that she was I got my fraudulent Government helped on XXXX they sold my mortgage to who knows because 4 mounts ago shellpoint send me paper saying I owed them more than {$5000.00} dollars they don't know from where with out any proved but same papers that XXXX XXXX XXXX lawyers were harassing me dated from before XXXX they claimed I owed but not prove after few complaints to this shellpoint fraudalent company they send a paper saying that the new owner of my mortgage was XXXX another fraudulent bank all they got is XXXX not proveen that I owed any money because if they claimed it is for the scrow they adjust the scrow every time my insurance or taxes when up since XXXX when i was to start over my mortgage loan shellpoint costumer services told me Few mouth I owed them but when O send the proved they keep saying it is another mount but don't even know where or when they told me last time I talk to them every thing was fine but next statement come with late fees and extra charges now. XXXX ir XXXX XXXX XXXX or this company shellpoint want to charge late fee interest and all the charges they made up tha is called fraud
Company Response:
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2019-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan, which was with XXXX transferred to XXXX XXXX. I was not made aware of this information. XXXX claims to have sent a notice in the mail, although I never received it. This event occurred on XXXX. I sent my regular loan payment via bank bill pay in both XXXX and XXXX and did not realize until mid XXXX that both payments were returned to the bank. When I called XXXX, after I insisted they do so they emailed me the letter of transfer I never received. I then learned the loan servicer was XXXX. I immediately called XXXX- and after an initial wait time of 30 minutes, I got a person on the phone who could not provide me with a new account number. I tried using the XXXX XXXX to set up an online account so I could review my statement and information with the new company. XXXX could not provide me with an account number. I emailed the customer service 2 times in the past 24 hours and there was no response. I called again and was placed on the call back list, after 30 minutes the automated system called me back and I finally got in touch with a person. When I gave her my info, I was placed on hold again - for over 45 minutes! I actually saved the screen shot of the call.. No one ever picked up to help me again. So here I sit, almost 60 days since my last mortgage payment was made, and I don't have a new account number from XXXX because I can not get an answer from them. I'm sure they will get in touch with me quickly when I'm " late '' on payments though and at that point I will refuse to pay any late payments to them. What a joke of a mortgage company. Days of chasing them down and no help, leaving me on hold for nearly an hour twice and not responding to emails.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06811
Submitted Via: Web
Date Sent: 2020-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan had been serviced by XXXX and I have been making {$2000.00} payments for years. I got notification my loan was sold to Shellpoint mortgage servicing. As of XXXX I will be making payments to them. I sent payment of {$2000.00} for XXXX as I always do even though my mortgage is only {$1200.00} on XX/XX/2019 through online banking. and the money went through. I sent XXXX payment of {$2000.00} on XX/XX/XXXX exactly the same way as it is on auto pay. shellpoint lost my XXXX but they did get the XXXX payment. I have called 6 times and talked to many different people. I have emailed the proof my " bank statements '' and proof from from my bank that each payment cleared my account and went into their account. XXXX went to XXXX and XXXX and XXXX when to shellpoint. they say they didn't receive the payment that went out XX/XX/XXXX on auto pay. They received my email but only send me generic responses and no one has contacted me. they have had my {$2000.00} for 2 months now and they are trying to tell me that I'm going to be late. I have all proof and documentation and they say they record the conversations. so I would really appreciate if you can investigate this company that is trying to take advantage of me and help me try to get to the bottom of this.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 93401
Submitted Via: Web
Date Sent: 2019-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX, loan officer, advised me sign a disclosure stating that I the owner of the home to must pay {$10000.00} at closing and bring my mortgage payment to the table. He told me to stop the automated payment of my mortgage and just bring that amount to closing. ( I have made all my payments on time since 2015 through automated draft ) But I read the documents carefully and it stated that I am NOT to sign anything because the verbal rule is not enforceable. I told Mr. XXXX that I was not going to sign a document stating that I must bring {$10000.00} to closing and he told me that I must sign the document so that it could be negotiated by him. The interest rate that I signed was 2.28 % on the next document he changed the interest rate to 3.1 %. I did not agree to that new interest rate because my current rate is 3.5 %. Then, Mr. XXXX stopped all communications with me and on XX/XX/XXXX a letter was generated and on XX/XX/XXXX ( the day Mr. XXXX told me that was my closing date ) I received a denial letter from New Rez stating that my application was incomplete and they did not loan on those terms. Then New Rez tried to assist a late payment fee in which my documents state NO LATE FEES ever.
Company Response:
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2019-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i made extra payment to my mortgage company last month ( XX/XX/XXXX ) for {$600000.00} to my mortgage principle. I received new statement this month just add {$3400.00} to principle account. i called the company 2 times to resolve this problems but i did not get any action.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NJ
Zip: 07631
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I XXXX XXXX is using the Consumer Financial Protection Bureau to file a notice with my mortgage servicing agent that I have a plan to pay off my mortgage in full by XX/XX/2020. I personally have experienced several financial set backs over the past year due to my employment issues. Even though those issues are now resolved, I have decided to sell my home and move out of the state of California altogether. Therefore, even though I am a few months behind in my mortgage, I request an additional six-months forbearance on mortgage payments, so that I can list my home for sale, make cosmetic improvements, and sell my home. Since my home has over {$200000.00} in equity, I do not see any problem getting it sold. Accordingly, I respectfully request the necessary documents to be emailed to me by Shellpoint Mortgage Servicing to complete the forbearance request as quickly as possible. I will list my property with a local realtor by the end of XX/XX/2020 to start fulfilling my obligation to close out my mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2019-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Effective XX/XX/2019 XXXX XXXX transferred the loan servicing to ShellPoint Mortgage Servicing dba NewRez. As of the XX/XX/2019 XXXX Statement Date the escrow balance read XXXX. My check no. XXXX added XXXX to the escrow balance. The XX/XX/2019 escrow balance should have read XXXX. As of XX/XX/2019 Shell Point-NewRez shows escrow balance of XXXX. No statements have been received from either XXXX or NewRez to show the transactions causing the difference in escrow balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-22
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: By the Grace of God, I ; Man deny that this is my account, this account was established without my knowledge and I have no contractual agreement with these companies. i require the fraudulent accounts be removed from my report FTC report enclosed.
Company Response: Company disputes the facts presented in the complaint
State: NY
Zip: 11434
Submitted Via: Web
Date Sent: 2019-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I started a refinance process of my existing loan back in XX/XX/2019. I wanted the lowest interest rate, lowest monthly payment, no closing costs, 30 year fixed mortgage, I am not taking any money out, and I wanted to pay the fewest points possible. I have great credit, very little debt ( 1 home, 1 car, 1 credit card that I pay off every month ) and should have been an easy in and out refinance job. My existing mortgage provider ( XXXX ) called me and pleaded with me to stay with them. They were in bankruptcy restructuring and did not disclose they had been sold to NewRez. I agreed to stay with XXXX to make the process quick and easy. Needless to say, it is now XX/XX/2019 and my loan still has not closed and is now with NewRez. My credit has been pulled multiple times and I have incurred a 31 point drop in my credit score from XXXX ( I was told multiple times that refinancing to a lower my interest rate would only impact my credit score by 1 to 2 points - this is far from what happened! ). My loan has unlocked at least once, the person that I was working with quit and NewRez did not move the loan to a new processor to actively work. After repeated emails and phone calls I finally found out my loan fell into a black hole as a result of the person leaving the company. Due to all of the missteps on NewRez 's part they PROMISED they would give me a great rate and a great deal as a result of all the hassle. This was hardly the case ... they lied to me, tried to pass thousands of dollars worth of costs to me and then pretend like they didn't ( they were shocked when I would ask, where are these costs suddenly coming from ... and pretend as if I must be mistaken, there were no costs being passed to me! They aren't the only ones that can compare multiple documents and add! Had I taken them on face value, I would have paid money to line their pockets with commission. We still have not closed, I have called their corporate office and am waiting a call back from their General Manager. The lies, the manipulation, and the lack of respect for people is unconscionable. There needs to be tools that guide consumers with facts about rates, closing costs, points, etc. I know I am being lied to and manipulated but I have no idea to what extent! I simply want a fair refinance, but to date this has not occurred.
Company Response:
State: CO
Zip: 80022
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A