Date Received: 2019-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019, my mortgage was assumed by Shellpoint Mortgage Servicing. On XX/XX/2019, I made my mortgage payment online. At that time I attempted to apply an additional amount to my principle balance, over and above my minimum payment, but the website did not allow me to. I subsequently emailed this company to inquire why this happened. I received a response that said I wasn't able to pay additional principle because there was an outstanding {$99.00} fee due on my account. When I called to inquire what this fee was for, I was told that this was for a `` drive by inspection '' that they performed on XX/XX/XXXX. I never asked for, authorized, or was advised of this appraisal. My complaint is twofold. First, how can this company arbitrarily charge me fees for appraisals that they, at their own discretion, deem necessary? Two, how is it legal for them to limit my ability to pay additional principle amounts when I make my payment? Thank you for your attention to this. I look forward to your response.
Company Response: Company believes complaint is the result of an isolated error
State: MI
Zip: 48047
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am applying to have my PMI removed. This company has taken 6 months to even have someone recently appraise my house. They have delay tactics, they send you cryptic letter, customer service does not respond. This is a very poor company. They really should be looked at by there regulators
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 197XX
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We kept getting letter from Shellpoint Mortgage about a Streamline Mortifications this started in XX/XX/XXXX the first letter came. We spoke to the first point of contact XXXX XXXX over a course of 2 months he knew no payments where being made monthly since XX/XX/XXXX. XXXX XXXX I and customers service left him a messages and emails XXXX XXXX I and customers service left him a messages and emails XXXX XXXX I and customers service left him messages and emails Mr XXXX arranged all the papers and told us to pay our first month mortgage payment XX/XX/XXXX was the first payment XX/XX/XXXX XX/XX/XXXX we did on our XXXX bank account. We never got a phone call after making the payment so I reached out to Mr XXXX and he never returned my phone call. On XXXX XXXX I got a letter stating u can not get a Streamline Mortifications. I kept calling trying to find out what happened to Mr XXXX no answers. So I asked customer service can I speak to someone else I then got a another point of contact XXXX XXXX She told us the same thing yes we can have a Streamline Mortifications and save your home on XXXX XXXX our first payment is XXXX XXXX XXXX XXXX XX/XX/XXXX I started calling Shellpoint Mortgage because she never reached back out to tell me anything because she told me she was going to call me if something happened that would stop me from getting help. On XXXX XXXX I was told again no you can not do a Streamline Mortifications but you can do a payment plan But Ms.XXXX was the only point of contact I can get to help me no one else again just like Mr.XXXX XXXX XXXX I and customers service left her a messages and emails to call me back XXXX XXXX I and customers service left her a messages and emails to call me back XXXX XXXX I and customers service left her a messages and emails XXXX XXXX She called me back at XXXX XXXX and told me I can have a payment plan and nothing else but there is no fee and court cost on my account I have to get that amount before making a payment plan available for me. She said she was looking on the computer for the information but in my account it was not there. She would call me back on Thursday or Friday because she was moving out of her place to get a new place and would not be at work. I never heard from her so I called her on Monday XXXX XXXX to found out the fee and court cost so I can do a payment plan Ms XXXX said to me the foreclosure department hire the same attorney to foreclosure on you by XXXX XXXX So you have to pay back everything you owe. 6 Months passed with this mortgage company I pay {$1900.00} a month {$11000.00} made me deeper in collections while they committed Bank Fraud and fraudulent Mortgage tactics and Money Laundering. This mortgage company prolong my payment on Purpose. Why would this fraudulent behavior happen for 6 months and still put me in foreclosure. I need help now I have a XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I having been experiencing financial hardship due to loss of employment since XXXX which caused me to fall behind on my mortgage payments. I contacted XXXX, mortgage service provider, back in XX/XX/XXXX and made a payment from XX/XX/XXXX through XX/XX/XXXX. I still had an owed outstanding payments for XXXX-XXXX XXXX in order to bring the loan current. I contacted them in XXXX to make another partial payment for XXXX-XXXX it they wouldnt accept my payment they wanted the entire amount. I found employment in XX/XX/XXXX but still didnt recoup enough catch up earnings to pay the current missed payments. My home is in active foreclosure. I have been contacting XXXX to find out about the balance and affordable repayment options. Each time I contacted XXXX to find out the current amount owed the figures continued to change with each representative that I spoke with. The last communication I had with XXXX was on XX/XX/XXXX prior to their relinquishing my mortgage to New Rez aka Shellpoint Mortgage effective XX/XX/XXXX because they were going bankrupt, the amount reported to me was {$16000.00} not including the reinstatement fees. I was advised by XXXX to contact the attorney XXXX, XXXX to find out the reinstatement fees for attorney costs. I contacted the attorneys office on XX/XX/XXXX and spoke to XXXX and sent them an email as they instructed in order to obtain the quote for reinstatement fees. I had not received any response. On XX/XX/XXXX, I decided to contact Shellpoint Mortgage. After being bounced around, I was advised by the representative tha my monthly mortgage increased from {$1700.00} to {$2300.00} and I have to pay {$25000.00}, not the {$16000.00} that XXXX told me I owed. This figure of {$25000.00} still did not include the reinstatement fees from the attorneys office. I told them I could pay the {$16000.00} but I did not have the {$25000.00}. They told me to contact my point of contact person XXXX XXXX. I dont know where the extra fees came from and what changed in 2 weeks with my original communication with XXXX. I dont know what am paying for but Im stressed out & I feel like Im being ripped off by these companies. Please contact me at ( XXXX ) XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 103XX
Submitted Via: Web
Date Sent: 2019-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My trouble arise with regards to retiring the PMI and NewRez Mortgage playing with definitions. I purchased my property over six years ago. The mortgage has been bought and sold about three times. NewRez is not the original mortgage company. Per definition, I am eligible to have PMI removed when I achieve a 20 % equity. Or when there is 80 % or less. I applied in XX/XX/2019 to have the PMI removed, I was declined. I appealed and submitted the closing statement with the amount borrowed from the original mortgage company. I paid XXXX for the house and borrowed XXXX. Thus, I had 10 % equity. The current principle balance is XXXX. So when I calculate the following equation, XXXX/XXXX. I show I have a loan to value= .7927 or 79.27 %. When the principle balance reaches at {$180000.00}, I calculate that is the 78 % where PMI should be taken off automatically. They told me I would need to wait an additional 9 months. I am being forced to get an Broker Price Opinion. They claim that that the original sales price the house was listed at {$260000.00} and compared to the price I paid, {$230000.00}. Per your website, that is not how the calculation should be. They are saying they can use another method based upon their own requirements, which is having a 25-40 % equity before PMI can be cancelled.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98052
Submitted Via: Web
Date Sent: 2019-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'll focus on the most recent activity regarding this complaint and will also leave out my last complaint that has still gone unresolved. After calling customer service around XXXX/ XXXX, I was told that I needed to request PMI removal via email. In XXXX, I submitted that Email and was subsequently sent paperwork to sign to the affect that I would pay for an appraisal. Paperwork subsiquently signed, submitted, and appraisal done my New Rez selected appraiser. In early XXXX, I received a letter from New Rez denying my request for PMI removal. Even though I meet all the requirements from what I can see and their own customer service can see. I called last week and was put on hold for an extended period of time. This week I have called 4 times to the number provided in the letter to try to speak to someone about removing my PMI and finding out why I was denied. The number goes to their customer service and I'm told various things from a supervisor can help me to they have no way of getting someone from the " correct department to call me ''. I was told 3 of the 4 times that I would receive a call back from a supervisor. And that I would have to wait 24-48 hours for a call back. On my 2nd call, I asked if I missed the call would they call back or how I would be able to get ahold of them. I was told I would have to just call back into customer service and put in a request for a call back again and to wait 24-48 hours. But not a single call came after the first 3 calls. On my 4 call this week I was was given the honor of being graced with a supervisor to speak with to tell me he couldn't get in touch with the right department and the only thing I could do is send an email again. Following the call I sent and email and expect it to take another 30-45 days to receive another form letter, not, relevant to my case. As my experience with New Rez earlier in the year provides.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93420
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company at fault : Shellpoint ( Mortgage Servicing ) My mortgage was recently transferred from XXXX to Shellpoint XX/XX/2019. In the first billing statement Shellpoint applied a {$15.00} surcharge. According to the company it was a house inspection verifying the existence of property. I did not receive advance notice, consent to this charge and it is not a part of Mortgage Servicing standard agreement. This charge is unlawful.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32829
Submitted Via: Web
Date Sent: 2019-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my mortgage through NewRez financial. They used the wrong parcel number in paying our property taxes through escrow, and did not notify us. I received a notice from our county that our taxes had not been paid, and that a lien would be placed on our house. I have reached out to NewRez for two weeks to resolve this, with no progress. They are not sharing any information, and they have not connected us with the appropriate departments to get this resolved. We have had significant interest added to our tax bill due to their error, and we are very concerned about resolving this issue before a lien is placed on our home. I have also reached out to corporate leadership as a last ditch effort to have this addressed.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have asked Shellpoint Mortgage Servicing repeatedly for an escrow accounting. They have sent me all sorts of conflicting documents and have changed my escrow amount by over {$800.00} per month without an accounting. I want an escrow analysis showing how my escrow payment was calculated and how the monies collected were disbursed. I have asked for this via email and got automated acknowledgement on the following dates below. Shellpoint assumed debt servicing on XX/XX/XXXX from XXXX XXXX XXXX and has since sold the loan to another company effective XX/XX/XXXX. With change in servicing to yet another company, getting an official accounting of my escrow will be virtually impossible. XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX
Company Response: Company believes complaint is the result of an isolated error
State: VT
Zip: 053XX
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I called and agreed to a repayment plan for my XX/XX/2019 payment on XX/XX/2019. My XXXX mortgage payment was to be spread over the next 3 months with the current month 's payment. I followed all the instructions given to me, including signing the repayment plan document and returning it to Shellpoint on XX/XX/2019. I also set up automated payments to ensure that I am never late to pay the current monthly and payment plan payments. I have been reported as 30 days late to all 3 major credit bureaus and I was told by the representative who set up the repayment plan, this would not occur due to the repayment plan activation. The required payment plan documents were signed and returned to Shellpoint on XX/XX/2019. The agreement stated to have the document signed and received by Shellpoint before XX/XX/2019, and according to the Shellpoint Customer Service team, the signed documents were received on XX/XX/2019. A Week later, I had to call to verify that the documents were received and ask that the payment plan be updated to reflect my new mortgage payment amount from the new escrow analysis I received. My mortgage payment was lowered beginning XX/XX/2019 due to the escrow analysis, therefore the payment amounts listed on the payment plan had to be adjusted to reflect lower amount. I spoke with a representative from Shellpoint regarding the update payment plan amounts and they also ensured me Id be in no danger of a 30 days late or negative remark being placed on my credit reports. I received a 30 days late remark on XX/XX/2019 on all 3 of my credit reports. I called and spoke with the Shellpoint Customer service team yet again, and they instructed me to email my concerns to XXXX, to have this issue corrected. I have emailed XXXX 2 times and I have not received a response.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 60644
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A