Date Received: 2019-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our house burned down XX/XX/2018. We immediately contacted our insurance and mortgage company. When insurance pays they send it to your mortgage company all of it not just what you owe on the mortgage. NewRez Mortgage company is who we have our mortgage with. It has been like pulling teeth to get them to pay us the money that insurance sent to them. We tried sending the builders pay schedule, ( they said they dont work like that ) sent too many emails to count, made phone calls etc. They either take a very long time to get back with you or they dont contact you at all. When you call them they tell you they will do something but they dont. They tell you they will call you back but they dont. They tell you they have not heard anything but then you talk to another person and they tell you they have heard something. We had to have 2 inspections done by them to receive more money after The first one we never heard back so we started calling and they had sent the wrong form to be filled out so it was a bogus inspection. They finally sent money but they sent it to the wrong address so we had to track it down and what should have been overnight took over a week for us to receive We have also had the last inspection for a final release and yet we have still not been given our money. The inspection was done on XX/XX/XXXX They are suppose to have 10 days to release funds but when we can finally get someone on the phone. They say we have not received an inspection report or We received a report but it came back at showing the house was only 1 % complete or they dont call or write you back at all. We are officially living in the house now and they still have not released the money or contacted us. We have asked for the rest of the money plus the interest earned while they were keeping the money but we never hear from them. We have had to borrow money and cash in 401 documents and cash in mutual fund documents etc. all of which we will have to pays thousands of dollars in taxes on all because they would not release the money in time for us to pay the builder. I dont know how they get away with treating their customers like this. We have no choice who our mortgage gets sold to and maybe none of them are any better but this whole experience has been made 100 times worse because of how NewRez chose to do things.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2019-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage with NewRez LLC c/o SHELLPOINT MORTGAGE SERVICING I refinanced my mortgage with another company. The date of the payoff was XX/XX/XXXX, on this date I had an escrow balance of {$700.00} I recieved an escrow refund check dated XX/XX/XXXX for {$480.00} with no explanation of where the missing {$220.00} is I have called multiple times and and spent about 3-4 hours on the phone talking to representatives from new rez and not one of them are giving me any numbers that add up. One representative ( XXXX ) was trying to say that my escrow account was negative for a short time and new rez put out money on my behalf and is now collecting it from my escrow account upon closing. When I called again after speaking with my loan officer who said I should call again and ask to speak with a manager. I called again and talked with XXXX XXXX who told me a completely different story that didnt add up either.
Company Response: Company believes the complaint is the result of a misunderstanding
State: PA
Zip: 18974
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This is a followup for claim No. : XXXX Per the resolution of the claim above, the escrow company accepted responsibility to pay the penalty that we incurred for not paying our taxes on time. To date we have not received any payment. After several attempts call them, with no response from anybody, I sent them emails, attached is their response saying that they are still collecting documents. Although we submitted all documents in the above referenced claim .... For any additional questions please feel free to call me at XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2019-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: From : XXXX XXXX XXXX, XXXX XXXX XXXX XX/XX/XXXX XXXX Via XXXX XXXX XXXX XXXX, Florida XXXX Email : XXXX Contact Mobile : XXXX Subject : Shell Point Mortgage Servicing and Shell Point Investor Companies XXXX XXXX. XXXX XXXX, XXXX, SC XXXX for notice of error or information request XXXX XXXX XXXX XXXX, XXXX, Tx, XXXX Seems to be corportate location Formal Complaint regarding imposition of a Fee as described as Property Inspection Fee and other fees monthly without proper notification and not responding to requests to remove said fees under Error Resolution Notice 32 C.F.R. # 1024.35 Mortgage Loan Number XXXX XXXX XXXX XXXX, XXXX XXXX, FL. XXXX Note. the property is a vacant lot. The property is not in forclosure and not behind in payments. Shell Point Mortgage Servicing has incorrectly imposed a fee described as a Property Inspection fee of {$13.00} and additonal sums as shown on monthly statements attached beginning XXXX, XXXX until present. As you can read in my emails and Letter dated XX/XX/XXXX via email to the firm directed to XXXX XXXX and copied to Mr. XXXX XXXX who hold titles as Supervisor when calling by telephone, I explained that I requested removal of the fees imposed and was told by their customer care agents @ XXXX that they would investigage and never returned my calls. My letter XX/XX/XXXX enclosed describes in detail my experience requesting they remove all overdue payments, stop imposing fees and return all fees paid to Shell Point since XXXX, XXXX. I am enclosing copies of Statements showing our payments have been sent promply via automatic means, imposition of Property Inspection Disbursment and accumulating overdue payments of said fees, a History of payments to Shell Point Mortgage as of XX/XX/XXXX showing property inspection fees underlined and described as Other Fees Disb. If any other information is desired, please contact me as soon as possible. Sincerely yours, XXXX XXXX XXXX email to Shellpoint Supervisor XXXX Thursday XX/XX/XXXX To : Shell Point Mortgage Servicing XXXX. XXXX XXXX XXXX, SC XXXX Via USPS Via Email : CC : XXXX, XXXX, Supervisor XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Via XXXX XXXX XXXX XXXX, Florida XXXX Re : Error Resolution Notice under 12 C.F.R # 1024.35 Mortgage Loan Number XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, Fl XXXX, Deeded Lot in XXXX XXXX, Florida Your company incorrectly imposed a Fee described as a Property Inspection Fee of {$13.00} beginning in XX/XX/XXXX Statement and shown on monthly statements since that date. I requested verbal removal of the fee and told by your customer care agent @ XXXX that the fee would not need to be paid as it was for the Investor to pay. Another call in XX/XX/XXXX after another fee of {$13.00} was imposed. I was told they would investigate. Another call to an agent indicated that the fee was being imposed, I was told, because it was required by our application for Loss Mitigation, but, we did not have to pay it. Then when we started to receive a monthly charge of {$13.00}. Another agent advised it was a late fee. Additional calls to your telephone agents then indicated it was to inspect the property because it was vacant. When I explained it was a Vacant Lot, there should be no reason to inspect a vacant lot. The agent indicated they would get back to me and never did. Further calls to your organization resulted in no return calls. In XX/XX/XXXX, I was able to speak to XXXX XXXX XXXX, Supervisor of telephone agents with your organization and explained the above to him. Furthermore, I indicated that such fees were normally imposed when the party is behind in their payments, but, that we have not ever been behind in our payments. At that time, he said he reviewed our records. Further, he indicated that our payments were being affected via your automated service and are up to date. I explained to him the property was a vacant lot and there should be no need to inspect it for habitation as there is no house on the property. He was not familiar why the fee was being imposed and assured me that he would call me back. He never called, and the fees continued to be charged. After several calls to XXXX XXXX XXXX who did not respond to my messages to call me, in XXXX I spoke with Supervisor XXXX XXXX who reviewed the file and agreed that the Property Inspection Fee should not be applied and would remove those accumulated fees. This was confirmed in email correspondence to her on XX/XX/XXXX and XX/XX/XXXX. Finally, her email response dated XX/XX/XXXX as follows : Hello Mr. XXXX, I was in the process of getting the property inspection fees removed. I was advised that the property inspection fees are being accessed because the property is vacant. The investor requires a regular inspection of the property to make sure there is not any development being done on the land. I am in the process of finding out if you are supposed to be charged for the inspection or the investor. I will update you more on this as soon as I receive more information. I responded by email the same day indicating that such an inspection is not the responsibility of the Mortgage holder as it is the responsibility of the County of XXXX, Florida and should not be applied. As of today, I have not heard from XXXX XXXX or anyone from your organization and the fee has increased to {$27.00} in the past few months. I request that Property Inspection Fees are not to be imposed and should be immediately removed from our statement and all fees paid by ourselves be returned by check to our address above. Please respond in writing XXXX XXXX XXXX_____________________________________ date ____________________ XXXX XXXX XXXX____________________________________ date ____________________
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33950
Submitted Via: Web
Date Sent: 2019-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the end of 2018 I applied to have my PMI dropped. I was told I needed to have an appraisal. I received my appraisal, which demonstrated I was below the 80 % loan to value required and asked them to drop my PMI again. I was told that they needed to have 65 % loan to value, because it was an investment property. I told them it was not an investment property, that it was a second home that my XXXX year old son ( with a XXXX XXXX XXXX and his caregiver ) lives in. It is not a rental property. And again I petitioned to drop the PMI. They refused. I should not need to be paying mortgage insurance I've never missed a payment, I've never defaulted on a loan and I have two mortgages that are current and have always been current.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85308
Submitted Via: Web
Date Sent: 2019-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our escrow account has been mismanaged : Escrow has been impounded since origination at our convenience. In 2019, we noted that escrow was being impounded at rates significantly in excess of the stated property bills due to supplemental property tax bills that Shellpoint does not handle. We contacted Shellpoint and asked for a refund of the excess in the escrow account so that we could make payment on the account. Shellpoint was unable to indicate if/when this was possible. We received multiple conflicting statements of balances that would be refunded, none of which reconciled to any amounts. Additionally, Shellpoint made payment on our earthquake insurance policy, which is not a bill that historically been escrowed/paid for by Shellpoint, as this amount has always been paid out of pocket. This was subsequently refunded by our insurance provider, but put the amount being placed into escrow out of balance. Conversation with customer service indicates that they dont know what bills are supposed to be paid. We have been unable to track what payments have been made on our behalf. We have spent significant time and effort on the phone, on hold, and with customer service agents who dont know whats happening. We received multiple sets of conflicting instructions on how to get the escrow requirement removed. Multiple requests were denied for not following proper instructions, despite following instructions exactly as provided each time. Final request to eliminate the escrow requirement were denied. In response, we are refinancing our loan. Payoff letter generated included the property tax payment due XX/XX/XXXX19 as part of the payoff balance in addition to principal, interest, and fees, despite having over {$20000.00} in the escrow account, and that they would not use the escrow funds to pay. Customer service for Shellpoint ( via conference call with both homeowners ) that if we paid the upcoming tax bill in full and sent them a receipt, they would remove the upcoming tax payment from the payoff amount. Email receipt was emailed to Shellpoint on XX/XX/XXXX19. On XX/XX/XXXX19, Shellpoint sent a payment for the tax bill using funds in the escrow account ; however, that amount has already been paid. Customer service indicated that the tax assessor would refund the amount directly to the homeowner. Call to the tax assessor indicates that they have not received the check and that payment will be refunded to the originator ( Shellpoint. ) Call to Shellpoint is unwilling to put a stop payment on the check. At all steps along the way, customer service has been rude and unknowledgeable. Representatives have denied that conversations happened, despite the prior calls not being with that specific customer service representative. Requests to escalate to a supervisor or managers are uniformly denied. Representatives have said that they do not accept or acknowledge complaints.
Company Response:
State: CA
Zip: 95120
Submitted Via: Web
Date Sent: 2019-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been set up on Biweekly payments since XX/XX/2019. On XX/XX/2019 my bank account was hacked while on vacation. As soon as I got back I emailed and called my POC with no return email or phone call. I called again the following week to find out they kicked me off biweekly payments. They admitted that this should not of been done for one missed payment an apologized. During all this I was able to be brought up current ( four payments where made in XXXX ) and placed back on biweekly as of today. Unfortunately they are reporting to the credit bureaus that I am 30-59 days past due which I wasn't because of the error on there end. I am putting a compliant in because I called about this and they don't know how to fix it. This has lowered my credit score and reporting false information. I have had nothing but issues with shellpoint mortgage and my mortgage broker told me to report this to you. they also missed reporting current in XXXX as well so it shows broken reporting
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CT
Zip: 06082
Submitted Via: Web
Date Sent: 2019-12-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I missed my XXXX mortgage payment because our electricity was off in XXXX california for 4 days because of the fires. All the banks were closed. Internet was down. I did not even know that my payment had not been submitted. I found out on the XXXX and immediately made full payment but Shellpoint charged me a late fee because tis was " not their fault ''. I said it was not my fault either. This was an act of XXXX like a hurricane or tornado or flood. I called shellpoint up repeatedly and they either said they were busy and would call me bak or told me they couldn't deal with the problem. I asked for supervisors and was repeatedly told one would call me back. I sent an email per their request and still got no response. Today, I was told that my request had been denied but they sent me no letter and I got a letter in the mail today saying that the decision is still under consideration. they also lied when they said that they tried to contact me. they did not. I am attaching a print out of my call and communication record with them and also the letters I have received from them. XX/XX/2019 XXXX XXXX- tried to call yesterday. shellpoint said they would call back and they never did. Our mortgage payment was not submitted becasue of the XXXX shutoff. Am on hold again today. XXXX XXXX said she will make a submittal to waive late fee becasue of shutoff. Call Friday talk to customer service rep. I have asked that a supervisor call me back. She said a supervisor will call me back at XXXX. email XXXX XXXX/XXXX/2019 XXXX XXXX-No one called back. No one responded to my email. XXXX XXXX, customer service, can't find any record that anyone has even looked at the email or even at the situation. He is resubmitting request. doesn't know why noone has looked at it or responded. XX/XX/2019 XXXX XXXX- I am calling back because noone has responded. They are saying that wait times are a little longer than usual. Got letter saying that the loan was delinquent and they had made several attempts to contact me. that is a lie. XXXX is attempting to connect me with a supervisor. XXXX XXXX. I hung up after being on hold for 15 minutes. Am calling XXXX XXXX at XXXX ext XXXX. She is not there and I am on hold here to. XXXX XXXX, not supervisor, XXXX XXXX, will not send me a copy of late fee denial. He is sending me over a note that they apparently sent today about my request on the XXXX. I sent another email to loan servicing. I just received a note from SP saying they are considering the facts, dated yesterday. but they told me today that it had been denied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94901
Submitted Via: Web
Date Sent: 2019-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint is violating the Bankruptcy Plan in law and in intent by claiming back payments immediately due. Shellpoint did not restate the mortgage loan as put forth in my approved bankruptcy plan 10 years ago. We tried to have Shellpoint correct these issues several years ago ( 2015 ) when they also filed a Notice of Default and Intent to Accelerate. I paid and continue to pay legal fees as a direct result of Shellpoint 's actions. Recent mortgage statement ( attached ) claims incorrectly that I have an unpaid balance of {$74000.00}. This is not correct. On this statement, Shellpoint is charging {$100.00} for a BPO, and {$98.00} for a late charge on payment you received. These and all other inappropriate fees should all be reversed. Shellpoint just returned my regular monthly check ( see attached ). This is improper, violates my bankruptcy plan, and can be seen as an effort to put me in default. Shellpoint just sent a new Notice of Default and Intent to Accelerate, bas ed on payments not made during automatic stay in bankruptcy 10 years ago, violating my bankruptcy plan.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold from XXXX to NewRez LLC and i had no idea until XXXX notified me on XX/XX/2019 that my loan was sold starting XX/XX/2019. All the letter said was send money to address in XXXX and new customer service is in XXXX SC. It is now XXXX XXXX and I have got no notice from NewRez or bill or account number. I am very upset I should have been given ample notice in case I wanted to switch companies myself but also no contract no info what happened with my loan. I demand a statement including all info of my loan with this new company. I have read horrible reviews and do not want my credit ruined!!! i want to complain about XXXX where they kept saying I needed more money in my escrow yet my taxes did not go up or home owners insurance, they always gave me the run around saying I was short. Now all of a sudden my mortgage is sold and no notification yet they sent me about {$400.00} refund from escrow. The exclamation of my escrow report, what I have etc. I feel they are shady and just kept taking my money and now they sold I got half of it back?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 086XX
Submitted Via: Web
Date Sent: 2019-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A