Date Received: 2019-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A new mortgage company took over my mortgage and it started in XX/XX/XXXX all payments were made early and on time till five months later they took one of my payments and said they gave it to my original mortgage company and said it was because my original mortgage company had returned a payment in XX/XX/XXXX I called many times to resolve and was told if I send bank statement for XX/XX/XXXX that shows no refund was made they would put back the payment and I would not have to pay all the interest which is over a XXXX dollars now but after submitting the papers they denied it and said I still owe a payment and late fees
Company Response: Company can't verify or dispute the facts in the complaint
State: MO
Zip: 645XX
Submitted Via: Web
Date Sent: 2019-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a mortgage on a rental property that is almost paid off. We owe about $ XXXX. on it at this time. we have excellent credit and always pay our bills on time. This particular mortgage we have had with XXXX for the past several years. We have been very happy with their services and efficiency. Recently, we received a letter in the mail indicating they have sold this particular mortgage to NewRez, LLC. While I understand reassigning a debt is common practice and has happened to us many times in the past, I am very unhappy with this choice. We read reviews on line indicating they fail to make escrow payments, they fail to pay refunds when they are due, and generally have " loose '' business practices. I realize it is possible to deal with this type of company if one is particularly careful, but I am seriously alarmed by the notation at the bottom of the letter that was sent to us notifying us of the change in service. It says " Goodbye RESPA XXXX, XX/XX/2019 ''. This indicates to me that the company has no interest in protecting my rights and feels no responsibility to provide consumer protection or behave with integrity. I attempted to contact them to discuss the matter, but could only obtain a recorded message. I contacted XXXX to see if they could assist me. They said my " investor '' was XXXX, and I would have to contact them directly to discuss the choice of companies they had made. I called the number the very nice XXXX employee gave me, but it was not in service. I have no one to discuss this with, and no choice in the matter it would appear. In the past, this would not have been a concern, but I find this situation alarming. I have worked in XXXX XXXX for many years and realize the serious value of RESPA, and do not want to work with a lender who makes it blatantly clear at the outset they have no intention of protecting my rights. Please let me know if there is anyone who can assist me in this matter. Best Regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84770
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: A response was received from Shellpoint Mortgage Servicing. The information provided to my complaint is in regards to contact information, i.e., service rep and Mortgage Service Provider phone numbers provided ... were false, misleading. In fact Representative and Shellpoint contact phone numbers were in fact business phone numbers for employees to receive voicemails. Furthermore, I was informed the representative assigned, no one by such name existed within Shellpoint. In my opinion this was a deliberate tactic to further delay my request. The response was also a third time try on CFBP attempt to get a appropriate response, only to have the third time try response provided, info was false, fabricated and deliberate to mislead the consumer. I thus STILL DO NOT have a point of contact to move forward.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 129XX
Submitted Via: Web
Date Sent: 2019-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX issued a notice of servicing transfer dated XX/XX/2019. The corresponding letter to be sent by the new servicer has not been received. As the effective date for payments to NewRez LLC is XX/XX/2019, I would have expected to also have the NewRez LLC letter in hand at this time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I submitted a request to have PMI removed from my loan. At that time, the bank representative stated to qualify I need to make principle payments. I sent 2 additional principle Check XXXX {$2500.00} check date XX/XX/XXXX Check XXXX {$200.00} Check date XX/XX/XXXX My current LTV is 75 % ( Below the 78 % automated termination requirement ). I have XXXX credit, Payments are auto withdrawn from my account, no missed payments, & have equity in the property. My PMI payment is {$23.00} ( like to keep things in prospective ). I have asked NewRez mortgage ( Shellpoint ) to escalate my request to remove PMI for my loan. I keep getting letters indicating I have to pay {$150.00}, {$400.00}, {$500.00} to get PMI removed. They also said PMI termination is based solely on the original amortization of the loan and I am not scheduled for termination until XXXX? Thank You!
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33461
Submitted Via: Web
Date Sent: 2019-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX to Shellpoint in XXXX. I received written notification of this from XXXX, and presume it was due to their bankruptcy. I was current on my mortgage, but have been unable to pay the XXXX mortgage, because Shellpoint has yet to send me any information other than 2 e-mails. I can not pay, as I don't know where to send the loan, I'm unable to create an online account because they have not assigned a user name, etc. I've called their customer service number, but they put you on hold, while giving you the option to leave a message for a call back. I tried that a few times, but never get a call back. If you stay on their phone line, you eventually ( after @ 11minutes ) get automatically transferred to voice mail and are forced to leave a message - which they still won't return. They are more than happy to send me demanding e-mails to make a payment, to which you can not respond successfully, nor can I comply - as they've not given me the information necessary to do so. They informed me I would receive written correspondence, but that has not occurred. In their welcome letter they stress how important it is to pay the mortgage on before the due date, and their welcome letter is sent about a week after the due date. All of their listed methods of contact have not yet worked. XXXX said that they can't help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45013
Submitted Via: Web
Date Sent: 2019-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We are now submitting our third complaint in an assumption process that is now at 300 days and counting. While we have many complaints, the biggest two are : the inaccurate information Shellpoint gives us, and the complete absence of customer support we are receiving from Shell Point. Misinformation : In XX/XX/2019 we were told an assumption packet would be sent to us within 5-7 business days, but it was not until we filed a complaint in XXXX with the CFPB that it was finally sent. We were told we could contact XXXX XXXX or XXXX XXXX with any questions, but we called both and left messages numerous times, and heard nothing. Our emails went unanswered as well. Finally, at the end of XXXX, XXXX XXXX called my son, XXXX XXXX, the authorized 3rd party on the account, and told him everything had been approved and he would hear from the underwriters in a few days. Neither did the underwriters call nor could XXXX ever be reached again. However on XX/XX/XXXX the application ( which was said to have been approved by underwriters ), was finally processed, and the appraisal was not done until XXXX. So looking at the timeline, the information given to us was untrue? Was the home not yet approved in late XXXX? After waiting for another four months, we had to write a second complaint. In the reply to our second complaint, Shellpoint admits that no underwriter had been secured, even though we were told in May that it was all set and we would hear from them in a few days. Why would Shellpoint allow almost 120 days to go by and force us to write a second complaint before someone wrote a letter and said : Oh, yeah, no, there are no underwriters after all? In that same reply ( to our second complaint ) Shellpoint stated : We are working diligently to secure a different partner to complete assumption requests. We disagree, and we do not interpret allowing 120 days to go by as diligence. Absence of customer support : We were told in a letter from XXXX XXXX, dated XX/XX/2019, Should you have further questions, you may contact me at XXXX. We have called her six times, and left messages because we do have questions. And surprise, nobody has either answered or called back. We are now over 300 days of calling, leaving messages, emailing, and we can not get in touch with a single person. We have only had the one phone call in late XXXX ( by XXXX ) with misinformation, and two letters. And those letters have only come after we submitted a complaint. Is that the normal business practice for Shellpoint? Are other people also being ignored? Does Shellpoint only reply when complaints go to the CPFB? Being a homeowner is no small thing and we deem it simple ethics to grant homeowners the ability to speak to a representative who can help them succeed. We are seniors citizens and this home represents our entire life 's work. We deem that being ignored by Shellpoing is a gross injustice. We are extremely disappointed with the Shellpoint experience. We feel like Shellpoint has been an evasive company that misguides its homeowners. Now we are starting to wonder if Shellpoint 's company goal is to enrich their company by putting struggling homeowners out in the street, as that is how we feel. Whenever we call Shellpoint to make a payment, it takes less than 60 seconds for Shellpoint to put someone on the phone and collect our money, but when we want to talk to someone on the phone to help us succeed, no one is around. It has taken over 300 days to get one phone call, and that turned out to be misinformation.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 78041
Submitted Via: Web
Date Sent: 2019-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX approved me for {$32000.00}. Ive been paying on the loan I got behind on the loan and as of 2017 XXXX. As of Today the orginal amount they claimed they gave was {$32000.00} I still owe that amount and my loan has been transferred 3 times and it went from XXXX XXXX to XXXX XXXX to XXXX XXXX servicing to Shellpoint Mortgage. This loan was a predatory loan from the beginning and I've been trying to get assistant from an non profit organization and lawyers of South Carolina however I cant get any help. Clearly XXXX XXXX didnt provide me with a clear understanding with what type of loan I was getting myself into and they took advantage of me.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: XXXX IS SUPRESSING MY CREDIT FILES AND THUS XXXX XXXX IS UNABLE TO DELETE 3 ACCOUNTS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72712
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing in reference to what I believe to be an erroneous and/or deceptive practice by my mortgage service provider : Shellpoint Mortgage Servicing DBA NewRez, LLC. I have received correspondence from multiple offices of this entity, including : XXXX XXXX XXXX, XXXX, SC XXXX ; XXXX XXXX XXXX, XXXX, MI XXXX ; and XXXX XXXX XXXX XXXX, MI XXXX. In XX/XX/2019 my mortgage servicing was transferred to NewRez, LLC from my previous mortgage servicer, XXXX, who had serviced my mortgage for approximately five years prior to the transfer. Soon after the transfer of mortgage servicing, on XX/XX/2019, I received a letter from NewRez, LLC stating that " due to a map revision by FEMA, my property was now located in a flood zone '', demanding that I immediately obtain a flood insurance policy for the property securing the mortgage. Since I am familiar with real estate transactions, mortgage servicing, and insurance requirements due to my profession as a XXXX XXXX XXXX, I looked up the most recent FEMA flood maps and did not find that a revision had been made to the area in which my property is located. With this knowledge, I responded to NewRez both via their online customer support feature, and by telephone, stating that my home does not appear to be located in a FEMA flood zone ; therefore I did not believe that I am required to obtain flood insurance, and requested that if NewRez did not agree then would they please provide me with a copy of the updated FEMA flood maps and I would gladly obtain a flood insurance policy if my property had in fact be rezoned. I received multiple correspondence letters from NewRez subsequent to my request that essentially said " due to the complexity of my request, additional time was needed to research and respond ''. I then received correspondence from NewRez that stated that since I had not complied and obtained a flood insurance policy that NewRez was moving forward with obtaining a forced-placed flood policy for which I would be charged ( at a rate much higher than I could obtain a private policy ). In an effort to avoid being charged for an exorbitantly expensive force-placed insurance policy, I contacted my insurance agent on XX/XX/2019, and obtained a flood insurance policy and submitted the proof of coverage and request for payment of the policy from my mortgage escrow account via NewRez 's online insurance documentation portal. Meanwhile I was still receiving correspondence from NewRez stating that more time was needed to research my request which to me indicated that they did not have a copy of the updated FEMA maps readily available, if they even existed. I then received correspondence from NewRez on XX/XX/2019, stating that due to my failure to obtain flood insurance coverage, a force-place policy had been obtained by NewRez and my escrow account would be charged ( a policy which was approximately twice as expensive as the private policy that I obtained and submitted 7 days previous ). After receiving notice that NewRez failed to recognize or implement my privately obtained flood policy, and then force-placed their own ( more expensive ) policy to my escrow account, I again reached out to NewRez via their online customer support system inquiring why my private policy had not been honored, why I was charged for the more expensive force-placed policy, and why the requested documentation ( updated FEMA maps ) was never provided to show that I was even required to have flood insurance in the first place. I then received correspondence from NewRez on XX/XX/2019, stating that I never submitted a private flood policy, they have found no errors with their practices, and provided a FEMA flood map ( a Letter of Map Amendment ) ( LOMA ), stating that the LOMA satisfied my request of proof that flood coverage was required for my property. However, the LOMA provided is for a property that I do not own, and that does not secure the mortgage that is serviced by NewRez. Neither the legal description, nor the physical address on the LOMA reference my property ; they reference a property that is approximately 1/2 mile away. Furthermore the LOMA states that the subject property is being moved OUT of a flood zone and into FEMA Zone X. After dealing with, and requesting information from, NewRez for more than 90 days, I still do not have documentation supporting that my property is located in a flood zone therefore requiring flood insurance. My private flood policy was not honored or paid from my escrow account, and I have been charged approximately {$300.00} over the last two months for a force-placed flood policy that I do not believe that I am even required to have. I have retained copies of all correspondence from NewRez, have copies of the privately obtained proof of insurance ( including confirmation email from NewRez 's document portal ), and have a copy of the original plat map of my property showing that my home is not located in a FEMA flood zone. I would very much appreciate it if the CFPB is able to provide me with relief as NewRez has been derelict in providing me with a satisfactory response to my requests. Furthermore, I am concerned that if this is a standard practice and the force-placed flood insurance provider is affiliated with NewRez and/or Shellpoint Mortgage Servicing, significant consumer harm may be conducted against many homeowners whose mortgages are serviced by these companies. Thank you for your consideration.
Company Response: Company believes complaint is the result of an isolated error
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A