Date Received: 2019-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I inherited a property with a line of credit loan from my father in XXXX from XXXX XXXX XXXX. Payments were under $ XXXX. In XXXX XXXX sold my loan to Shellpoint Mortgage Servicing ( NewRez ) and my payments went up to over {$300.00}. I did not ever miss a payment. In XXXX, I was forced to pay for lender imposed Hazard Insurance, even though I had coverage. Until I could adequately provide proof of this, they started charging me {$600.00} a month which also went into an escrow account. I started to be harrassed about adding to this amount which ended up being over {$3000.00} in escrow for lender hazard. When I could prove I had always had hazard insurance which fully covered my property, they acknowledged this. I never went through any foreclosure process, only threats that if that were to take place, I would receive legal charges in addition. Since I paid the full amount disputed, despite not owing it, I also verified that I was in no way owing them any amount as of XX/XX/XXXX. Since my monthly payments didn't go down, which they were promised to after the enforced hazard insurance was not an issue, in XX/XX/XXXX, I was again assured, there were no legal fees. These are on record in their files. Even though there have been no reasons why my monthly rate is still over {$600.00}, I have paid every month. In XX/XX/XXXX, they removed over {$2800.00} from my escrow account and sent a check to my deceased father for that amount in refund. The check was voided, and when I called, they said they would deposit those fees taken into my on record bank account, and I supplied them with my routing and banking numbers, even though they had these ( I pay each month through this account. ) By XX/XX/XXXX, they had recorded in their statement they transferred these funds. No funds appeared in my account. Through persistance, I was able to get them to state that an erroneous ACH to the wrong account occurred and they would rectify it. After more time, I contacted them again, and was informed they again sent funds to an extant account, not even close to the number of my bank account. When I requested confirmation of a new transfer of funds, and the name of person who did the transaction, the bank account and the amount, they demurred. Every day, I get a different response. In addition, an added {$950.00} was refunded to my credit, which brings up the amount they owe me over {$3700.00}, but, it is irrelevant, because no funds have forethwith been transferred and they continue to delay and offer me conflicting accounts. Meanwhile I was billed for {$1200.00} in outstanding legal fees, which is illegitimate, since the only possible legal expense would have come from the threat of foreclosure almost a year ago, and before any legal action was taken, I paid over {$3000.00} to avert this process. They have been able to get away with 2 years of escalating the amounts they charge me in loan fees, including an interest rate, they claim is 4 % but, in calculating it, is much higher, judging from the breakdown of where my {$600.00} plus money goes each month. They are still charging over {$400.00} a month for mere interest towards a loan that has doubled since my father 's loan commences, without it affecting the principle comparative to the fees charged. They are completely unwilling to conduct any meaningful settlement, or transfer me to supervisors, communicate in email or meaningful written form, other than to issue me insane statements with amounts owed that are completely fraudulent. I believe I am the victim of gross malfeasance, and or incompetence in this organization, yet, they control my ability to have a home, and my credit, my peace of mind and wellbeing. I have no recourse but to seek other agencies to assist me. I KNOW what they are doing is not lawful or moral. If they are doing this to me, they are no doubt, doing this to other people. Please help me to achieve what's fair and just. I have never defaulted on this loan, even under great hardships, borrowing money when I had to, and going without necessities to see that I did not fall behind, but, the more I comply, the harder the terms of their demands, and they then ask if I want to short sell my home. They are trying to steal my home, is my impression. My home is worth many times over what this loan is for. I am XXXX, over 60, and have limited funds. Please contact me, or direct me to whichever agency can mediate, or investigate the chicanery and misconduct of Shellpoint Mortgage. This complaint is being made after 2 years of wrangling with an entity that is completely indifferent to their customers and who are trying to get me to default and take my home away in more threats of foreclosures, as they do when they escalate the loan based on information they make up and is always difficult to prove, although I have had success up to this date, now I have hit a stone wall, and am fed up.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33322
Submitted Via: Web
Date Sent: 2019-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There are {$720.00} in illegal fees which have been carried on my mortgage loan for a very long time which are not authorized and appear to be illegal having been added as the result of a bankruptcy where the servicer did not obtain permission of the bankruptcy court to add these fees to the account, as such these fees were added in violation of 11 USC 362, and in violation of my discharge in bankruptcy. Additionally, during several phone calls during the middle of XX/XX/XXXX, I contacted Shellpoint customer service via telephone to request a copy of my XXXX XXXX form. I was assured that it would be provided within 7 business days and that once it had been attached to my account it would be available online. Having not received the XXXX within 7 days, I called back into customer service and was assured that the request was in process and to give it a few more days. It has now been more than 3 months and I still do not have the XXXX XXXX form and it is not available under the statement options in my online account. In an effort to resolve this issue, on XX/XX/XXXX I sent a Qualified Written Request ( " QWR '' ) to Shellpoint ( see attached ). Shellpoint was required by RESPA and the Dodd Frank Act to confirm receipt of this letter within five business days and respond with an answer within 30 business days. To date Shellpoint has not confirmed receipt of my QWR nor have they provided an answer or any communication whatsoever. It has now been more than 2 months since Shellpoint received my QWR. As a result of Shellpoint 's refusal to remove the illegal fees, I contacted my attorney to ask for his assistance. On XX/XX/XXXX my attorney sent a letter to Shellpoint and attached a copy of my QWR to his letter ( see attached ). It has been more than two months since my QWR and my attorneys letter were sent to Shellpoint and to date Shellpoint has not responded to my attorneys XX/XX/XXXX letter or my XX/XX/XXXX QWR. On XX/XX/XXXX my attorney sent a follow-up letter ( see attached ) to Shellpoint CEO XXXX XXXX at two separate addresses to advise him of Shellpoint 's failure to respond to my XX/XX/XXXX QWR and his XX/XX/XXXX letter. In his letter my attorney reiterated our continued request for the following : 1. Respond to our clients QWR 2. Remove the illegally added fees from our clients account 3. Provide our client with his XXXX IRS Form XXXX Shellpoint had obligations under RESPA Section 6. As a result of Shellpoint 's blatant and flagrant refusal to respond to my XX/XX/XXXX QWR and my attorney 's letters, Shellpoint is now liable for actual damages statutory damages and putative damages under 12 U.S.C. 2605 ( e ), 12 U.S.C. 2605 ( k ) and Regulation Z. See XXXX v. XXXX XXXX XXXX, XXXX, 10 Civ. 3291 ( NGG ) ( SMG ), 2012 U.S. Dist. XXXX XXXX, XXXX XXXX XXXX, at *5 ( E.D.N.Y. XX/XX/XXXX ; See also XXXX v. XXXX XXXX XXXX XXXX, No. XXXX Civ. XXXX ( MAD ) ( ATB ), XXXX U.S. Dist. XXXX XXXX, XXXX XXXX XXXX, at *12 ( N.D.N.Y. XX/XX/XXXX ). I am asking that the CFPB intercede and investigate Shellpoint 's behavior on my specific loan as well as Shellpoint 's apparent policy of ignoring borrower 's communications as a whole. Indeed, I am sure that many borrowers simply get so frustrated by Shellpoint 's egregious tactics that they just give up and as such are victimized by Shellpoint through the charging of excessive illegal fees, incorrect billing, improper bookeeeping and accounting, Shellpoint 's refusal to provide documents that they are required to provide by law and Shellpoint 's flagrant disrespect for RESPA, XXXX XXXX and Regulation Z.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10541
Submitted Via: Web
Date Sent: 2019-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: -XX/XX/2019 New Rez financiaXXXX reported {$1600.00} past due as of XX/XX/2019 to all 3 credit bureaus -Called New Rez on XX/XX/2019 to fix this problem because my account is up to date with payments. -NewRez told me that there bankruptcy department can only speak to me. -Called on XX/XX/XXXX several times NewRez and was not able to get anyone to help me. -Mortgage account is in a open bankruptcy
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a home in XX/XX/2019 and I obtained a loan that Shellpoint Mortgage became the servicer for ( LOAN # XXXX ). At that time I had my property taxes & homeowners insurance added into an impound account. In XX/XX/2019 I called Shellpoint to notify them that I had canceled my insurance and paid for it out of my pocket. I asked them to remove the payment amount from my escrow that they are collecting on a monthly basis. Shellpoint required me to send in an email with all the verification to show. I did so on XX/XX/2019 and Shellpoint responded verifying that they received the email. In the email, they stated that they would review and correct the issue. Since then I have called several times and spent hours on the phone with them trying to get Shellpoint to stop collecting the Insurance payment amount. Every time I've called they state that they are working on it and it takes 7-10 business days to resolve. The problem is that it has been 105 days since my request in writing and 74 Business days since. I would like to know why it's taking so long an where my money that they are collecting is going? Please help me resolve this issue. Thank you, XXXX XXXX XXXX XXXX Shellpoint ( LOAN # XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2018 my dwelling sustained damage that is currently questionable whether the dwelling is a total loss. My Fire department, my insurance company, my mortgage company are all issues due to the lack of information and an insurance company/adjuster who, in my opinion, has taken many actions that lack reason or truth. The biggest concern is violations in accessing my mortgage account, transactions done without my knowledge or consent, that have left the mortgage unpaid and serviced and the insurance adjuster unwilling to track the payments made that were never received by the mortgage company despite the check wire transfer deposited into a law firm trust account without the endorsement of the mortgage company , the public adjuster or myself. The original check paid toward the loss exceeded the amount owed. The original check was never made known to me by the adjuster of the insurance company and I was denied access to the funds or ability to pay the loss and has placed a burden upon myself that due to the belligerence of the insurance companies has resulted default on credit cards, multiple late charges and forcing me to pay a mortgage that should have been paid and attacks and illegal activity to myself and ability to handle my health issues, safety, security, credit, credit accounts, ability to pay bills. Furthermore, it has led to 3 wrongful attempts of " recovery '' to my property, 9 transactions to my mortgage account without my knowledge or consent that took considerable funds after paid, despite my asking for fraud alert, and lockdown of that account. It has also denied my ability to sell the property and I feel threatened and my rights denied and mortgage company has failed to recover my funds that were taken after a payoff request made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48823
Submitted Via: Web
Date Sent: 2019-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold from XXXX to Shellpoint Mortgage Servicing. I received a letter to submit proof of homeowners insurance, I mailed it as the letter indicated I could do, a month later I got another letter so this time I used the company online XXXX XXXX XXXX that they said was available to submit through and I saved the email stating I used it - no details in the email as to what I did. But proof I did something on that date on that website. Then insurance was force placed and I sent a note online through the Shellpoint system with the email proof attachment. I received a letter today ( certified ) that stated nothing was received and that I had to get them proof of insurance and make sure the ISAOA is Shellpoint and that they can't determine an error occurred on their end and are still expecting that I pay them fo reforged placed insurance. First of all I didn't ask to have my loan sold, insurance has AWLAYS been in place and has not changed companies for at least 3 years. If they are selling /buying my loan then they should update the ISAOA, I don't need more things to do in my day because they want to make money. In addition to that if I can mail something and it is not required to be certified then you should not be able to say you didn't get it to put {$4000.00} insurance on my home. I feel like this is orchestrated so people are charged excess money. My insurance has never lapsed and I have not asked to have anything on my loan changed. I did what I was asked when I mailed and then later went on a website and entered info. I was not aware I HAD to change the ISAOA after the sale, they had the documentation. If I was responsible then I should have been sent a bold letter letting me know what to do. I don't know because my mortgage is sold, I have that responsibility. This is the 2nd time XXXX and now Shellpoint has force placed insurance on my home. I can prove it has never lapsed In addition I had to do all of the leg work to have my PMI removed with I automatically hit 78 %. That should not have been my job either. They have a responsibility to the customer and I still think they charged me too long for it because my amortization schedule said I met the 78 % in XXXX and I continued to pay PMI in XXXX & XXXX before it was dropped form my payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48236
Submitted Via: Web
Date Sent: 2019-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have tried for years to get Shellpoint to work with us it got so bad that we filed Bankruptcy in XXXX cause we didnt know what to do then we tried to modify the loan but they want us to pay over XXXX a month which is way to much. Last year in XX/XX/XXXX we signed a deed in Leiu of foreclouse I was told they would settle with the second mortage for XXXX which was never done. We received a letter from an attorney for the second mortage. All of this should have been taken care of and nothing was done. when I called Shellpoint they said the Deed In leui was not longer valid cause they couldn't get in touch with second mortage which we we were never notified of any of this. They show we owe XXXX which is XXXX over what we paid for the house kinda scary. I beleive they charging all kind of fees for paperwork and deed in leui and foreclosure process and other fees but they not doing anything the house is falling apart.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2019-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been dealing with Shellpoint for eight months trying to reconcile my loan payment history. I finally hired a person who owes and operated a loan servicing company to correct the loan history that I received from Shellpoint which costs {$3700.00}! In XXXX of XXXX I sent XXXX a letter requesting that they send me monthly mortgage statements. They refused because my loan was not reaffirmed after or during my bankruptcy. XXXX missed logged my payment on XX/XX/XXXX which cause all my future payments to be late. XXXX applied {$2500.00} to future interest in violation of Title 15 of the US code 1615 prohibition on use of Rule of 78 's. My loan servicing was transferred from XXXX to Shellpoint Mortgage Servicing in XX/XX/XXXX. XXXX received and cashed my XXXX & XX/XX/XXXX loan payments and did NOT transfer those two payments to XXXX. My loan was sent to Shellpoint 's collection department. I sent front and back copies of both these checks to Shellpoint by fax and email on XX/XX/XXXX and again on XX/XX/XXXX and it still took them over 60 days to apply them to my account. Shellpoint began their servicing with inaccurate records including due dates, loan balance and escrow account balance. They made errors in their accounting with my XX/XX/XXXX and XX/XX/XXXX payments. After having my loan history reviewed it shows Shellpoint has been over paid and already has funds to pay my XX/XX/XXXX payment. I am also due a refund of approximately {$1800.00}! I am a licensed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and I have no idea how a individual with limited experience in mortgage loans or servicing could remedy their loan history with a servicer like Shellpoint. I feel I have been lied to, cheated and violated by Shellpoint 's servicing agents. They violated several laws and caused undo stress in my life! I will attach the corrected loan history and letter explain all the inaccuracies in XXXX 's and Shellpoint 's servicing of my loan!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2019-09-20
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2019-09-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had filed a report in XX/XX/XXXX with you and received a letter from New Rez stating they would correct my credit report after incorrectly handling loss mediation when I was laid off. I now am selling my house and need to purchase a new one and I'm finding out they did not do as they said, my credit is still showing that I was late in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and they have added an additional one for XX/XX/XXXX which was called in on XX/XX/XXXX but they did not apply until XX/XX/XXXX. below is the original information for the original complaint. They really need to rectify this and stop the process of incorrectly marking this account as late when it was not. Case # : XXXX Reference # : XXXX
Company Response: Company believes complaint is the result of an isolated error
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, my mortage was sold to a company called New Rez financial ( also know as shellpoint ) not by our choice. We had made 2 mortgage payments, and then they were demanding that we get flood insurance ( XX/XX/XXXX ) due to the location of our home to a small brook. ( This was never a problem with the prior company working off the same flood maps ). We got our flood insurance policy paid in full for the year prior to the deadline they gave us. The insurance company sent over the binder in XX/XX/XXXX. New Rez also requested that I compose a letter stating that I would be responsible for the flood insurance premium every year and it would not be escrowed with my mortgage payment. Fast forward to XX/XX/XXXX and New Rez was claiming they never received the flood insurance policy and now was putting a flood insurance premium in our escrow, which was another {$120.00} a month to our bill. I told them I did have a policy and I requested a new escrow analysis to be done, so my payment would be fixed. I then check in XX/XX/XXXX, it was not done, but was told to make the original payment amount, which I did and it was adjusted. XX/XX/XXXX I checked again to see if the analysis was done, it still was not done and I was advised that they would not do it again before the state requires it later in the month because " it doesn't make sense to them ''. I was advised that I was on a recorded line and of I did not pay the mortgage with the extra {$120.00} payment on it, the loan would be marked as unpaid and reported to the credit bureau. I paid the payment of {$920.00} for XX/XX/XXXX payment. I was also told on this phone call that the letter I sent saying I would take care of our flood insurance, actually means that they wont take care of anything in the escrow ( taxes and insurance ). Also there was an issue with my taxes that went unpaid in XX/XX/XXXX which was the prior mortgage company but they would not handle the situation at all. They were also 3 months late paying my taxes for XX/XX/XXXX as well. Finally when I do ask to speak with a manager or supervisor, they can never forward me right away to them, I have to be put on a call back list and wait for them to get to me. They will call minutes before the closing of their office, which means I cant call back until the next day and start the process all over again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 04330
Submitted Via: Web
Date Sent: 2019-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A