Date Received: 2019-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to NewRez Shellpoint in XX/XX/XXXX/XX/XX/XXXX. I made the XX/XX/XXXX and XX/XX/XXXX payments on time via electronic payment. I set up a recurring payment starting in the month of XX/XX/XXXX. When money was not drafted from my bank account, I checked the NewRez/Shellpoint website and the recurring payment had not worked. I paid the mortgage immediately. I was charge an {$85.00} late fee. I never agreed to any terms that I'm aware of regarding the late fee and did not pick NewRez/Shellpoint as my mortgage servicing company. I tried to set up the recurring payment again in XX/XX/XXXX, but wasn't able to ( this time I believe because of the late fee that was on the account ), so paid the XX/XX/XXXX balance on time. I called in on 2 separate occasions to dispute the late fee charge and was told a complaint would be submitted and that they would reach out to me with the results via phone or email. They did not contact me. Upon calling in, I asked to speak to a manager and was told one wasn't available, but that the fee would not be reversed. Upon my 3rd or 4th time calling in, I was able to speak to a manager who accused me of lying, that the charge would not be reversed, and that I could submit a complaint via email, but when I asked who that email would be sent to, it was clear it would be sent to the manager I was speaking to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2019-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: COMPANY : SHELLPOINT/ACCT # XXXX On XX/XX/XXXX Shellpoint sent me letters stating that my flood insurance is inadequate, I called the company and told them they were in error and I also called my insurance agent Ms XXXX XXXX of XXXX XXXX phone # XXXX. I instructed her to provide Shellpoint with the necessary proof of insurance coverage since XXXX to present and she did. on XX/XX/XXXX. XXXX I received a letter from shellpoint thanking me for providing acceptable policy for the referenced property. The also said and I quote " The policy you have submitted will replace the previous insurance information we have on record ''. On XX/XX/XXXX I receive another letter stating the same as in their XX/XX/XXXX letter. On XX/XX/XXXX I again had my Insurance agent re-send my insurance documents as I did in XXXX. I have since gotten letters XX/XX/XXXX and XX/XX/XXXX and XXXX stating erroneous claims that my hazard insurance has expired and that I do not have adequate flood insurance. I have spoken to Ms XXXX, Supervisor who work for shellpoint ON XX/XX/XXXX and request that Shellpoint cease and desist sending me these harassing erroneous letters. I also requested that they not place a lender placed flood insurance policy on my loan as that would be fraudulent. Shellppont IS BEING RAPACIOUS AND PREDATORY! and is sending harassing erroneous insurance claims to us. Please assist with stopping this harassment. Thank you Sincerely XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loans ( 2 ) were transferred just after funding, and prior to first payment. Payment was already set up electronically as per the instructions at closing. Payment was made electronically on time but wasn't credited for over 10 days. I expect my payment to be posted and principal and interest calculated on the day payment was received by the originator as directed. I have called to make this request only to be given excuses. I have also emailed the new servicer. I have included the email sent to the new servicer here : loanservicing@shellpointmtg.com Loans XXXX My loan was recently transferred to Shellpoint from XXXX. The first payment on the loan was Due XX/XX/2019 as the loan just recently funded. I closed on the property and flew to XXXX for the month of XXXX. In order to make sure payment was made on time, I had set up electronic payments to the lender ( XXXX XXXX ) before leaving the country. When I arrived home, I find that XXXX transferred the mortgage to Shellpoint. XXXX received my payments on XX/XX/2019, I called Shellpoint to make sure that payment was transferred only to be told it was my responsibility to sent supporting documentation. I was dismayed by the response. I followed up with XXXX to make sure payments were received and would be forwarded to Shellpoint, which they verified. I looked in the Customer Service Portal on Shellpoint and see that payments were credited as of the XXXX of XXXX. Due to the poor timing of this transfer, I expect payments to be credited on XX/XX/2019, the date they were received by XXXX Mortgage. I have attached copies of my bill bay payment trackers and reciepts from my credit union for your verification. I will also send copy of this message to the Consumer Financial Protection Bureau in the form of a formal complaint and violation of 12CFR Part 1024 in regards to mortgage transfers. My experience with your customer service department has been very frustrating. Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, OR XXXX I included attachments with the email that I will add below Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97302
Submitted Via: Web
Date Sent: 2019-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage and XXXX XXXX XXXX continue to push the envelope attempting to defraud the consumer. Shellpoint Mortgage continues to state XXXX XXXXXXXX XXXX assessed the disputed charges of {$2500.00} in XX/XX/XXXX. I have attached copies of our account history and the transactions posted history neither of which supports Shellpoint Mortgages claim. Shellpoint Mortgage assessed those charges to our account subsequent to XX/XX/XXXX which is the date they purchased and transferred our mortgage. Weve been told this is a Forbearance Fee, recording fees, filing fees, late fees and inspection fees, etc.. This is just another indication they are attempting to defraud us. Shellpoint Mortgage continues to tell us this is a non-interest bearing fee and has no impact on our account. However on XX/XX/XXXX they sent us a NOTICE OF DAFAULT AND INTENT TO ACCELERATE. On XXXX XXXX our XXXX payment and the disputed amount of {$2500.00} was outstanding. Weve been told these fees are not considered past due and will not trigger a default. We should not have to hire an attorney at our expense to defend ourselves against blatant attempts to defraud us and take our home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34748
Submitted Via: Web
Date Sent: 2019-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Today XX/XX/19 I received an email from NewRez stating my mortgage payment is handled by them and my payment is due XX/XX/19 ... .I never received any correspondence from the original loan servicer ( XXXX ) stating they sold the loan. My paperwork from XXXX that I signed says my first payment is due XX/XX/19 ... ..I called NewRez ( which was recorded ) and they are telling me my payment is due XX/XX/19 which is totally incorrect.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: AZ
Zip: 85138
Submitted Via: Web
Date Sent: 2019-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the last quarter XXXX was two months behind on my mortgage payment During XXXX XXXX and XXXX I made six XXXX XXXX bill pay payments to XXXX XXXX. to the total amount of over {$10000.00} each time I made a payment the automated system told me my last payment was in XXXX which was incorrect In XX/XX/XXXX A new company became my mortgage lender or loan servicer shellpoint mortgage I contacted them to find out what was going on and they told me there were no records of the {$10000.00} I paid my previous servicer And in order to avoid escalation I need to pay {$5000.00} immediately I beg borrow and steal from friends and family and came up with the {$5000.00} and paid them and asking them to check into the {$10000.00} I previously paid and they asked me to send my proof of payments in witch I did email the proof to Mrs XXXX at shellpoint she gave me her email address and I followed up my emails of documentation with a questions for a months did she get the documents does she understand everything? I found out from another shellpoint representative that she can not receive emails nor replied to them The documents needed to go to loss mitigation or Loan Servicing 2 more months were wasted on this nonsense and I immediately sent the documents to the newly given email address and again contacted them and asked to speak to someone about this No one was available and of course they said they call me back They did not So I called in shellpoint and paid another {$2000.00} in XX/XX/XXXXand asked to speak to customer service because I was getting angry after several phone loops and department switching I finally got a hold of someone who left a message with themAnd I am awaiting a supervisor return my 3 phone calls asking for customer service help This has not happened Tbey no point mortgage Or telling meAs of todayor telling me XXXX I am five months delinquent This is impossible My mortgage payment is {$1100.00} a month since XX/XX/XXXX I have paid them {$17000.00} Full year of payments to my mortgage company is only {$13000.00} I have paid them {$17000.00} and they say Im five months behind and I can get no one to assist me with this they gave me a single point of contact to assist me he told me he cant do it, but he can except a payment Shellpoint mortgage is doing nothing to assist me with unique issue no matter who I speak to or how many times I verbally repeat myself Or continually email them about my situation nothing is done and I get the same old answers This problem started with my previous lender XXXX and it seems as if no one cares about my situation I need help!! Thank You XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 297XX
Submitted Via: Web
Date Sent: 2019-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company in question is : XXXX, XXXX, XXXX XXXX XXXX, XXXX . XXXX, XXXX, SC XXXX. I filed a complaint with the XXXX XXXX XXXX to no resolve. They recommended I pursue this avenue for a possible resolution. I have drafted a letter to your office and I need to attach for your review. Thank you.
Company Response:
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2019-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Submitted complaint # XXXX to which I have a response from XXXX XXXX in the Compliance department stating that the XXXX and XXXX payments would be corrected to show they were not late ( they were changed in error by New Rez XXXX, it also stated that the XXXX, 2019 payment would also be corrected as this was an error with the account number. XXXX stated in the letter to give it a few days for CRA 's to update and I have done that. This is now XX/XX/XXXX and the still are not showing corrected. There was no E-Oscar number given in the letter to show it was done electronically XXXX would take 72 hours to update CRA 's ) I have called XXXX XXXX multiple times with no response and emailed XXXX XXXX XXXX multiple time again with no response. I have called customer service multiple times and they can not see what compliance has done nor the letter that was sent, so they have not been able to help. My house is going to be selling and currently I have no home or apartment to go into because of this situation. Please correct the CRA 's and send the E-Oscar number to get my credit corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Mid XX/XX/2019 my husband received a letter from our previous lender stating his mortgage loan was being transferred effective XX/XX/2019. By mid XX/XX/XXXX We received a letter from the new servicer dated XX/XX/2019 and I noticed my name on the mortgage letter which had never been previously. The month of XX/XX/XXXX a statement was mailed out and again my name was on it as well. This set off a red flag which caused me to look at my credit report. I did get a couple of emails that were not read earlier but I paid it no attention. ( Previously we tried to refi to combine an 80/20 but were told it failed though due to a high DTI ratio. ) I'm not into debt this high because it's very stressful. This is stress and hard for me to sleep knowing I have this to think about. I like keeping my financials under XXXX. I pulled my credit report and found out this company has taken it upon themselves to add me to a mortgage in the amount of {$140000.00}. Wow this is crazy. Mid XX/XX/XXXX I requested a copy of the original Note and it was emailed. ( See attached ) I later called the customer service department and the did not have a clue as to why my name was added.
Company Response:
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2019-10-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was given Exhibit A on XX/XX/XXXX, after my repeated request asking Mr. XXXX XXXX for a receipt where he paid {$230000.00} cash for our property. and Shellpoint Mortgage Servicing XXXX XXXX, provided him with an obsolete HUD-1 Settlement Statement, Exhibit A. As you compare my 1999 HUD-1, Exhibit, you can see the lines at the bottom of the page and upper and lower small print statement vary, you can see where it is a crime to engage in Mortgage fraud. Therefore, I submit my complaint for violations of the 18 U.S. C. 1018 1010. It is a crime to use a HUD-1 form as proof of a sell/purchase normally reserved for loans and refinancing. However, the HUD-1 form used is obsolete as of XXXX, and it is not signed by the purchaser nor is there a wire transfer number for funds received or a check number for this so-called transaction that Ms. XXXX XXXX of Shellpoint Mortgage Servicing provided as proof of payment which is a fraud. XXXX XXXX did not pay one cent for our property and Shellpoint is using this obsolete HUD-1 form in a civil matter to deceive in which CFPB is supposed to protect the consumer from.
Company Response:
State: TX
Zip: 77087
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A