Date Received: 2019-09-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern, I am writing this complaint so my concerns in regards to my loss mitigation review with Shellpoint can be addressed and rectified immediately. My loss mitigation request was submitted back in XXXX of 2019 and when it was pending a decision an appraisal needed to be ordered by the lender to complete the review. This took longer than it should due to the appraiser hired by the lender not contacting me the homeowner in a timely manner. Once it was finally completed it was not even given to the lender right away and they did not have this information until almost 3 weeks later after taking almost a month to schedule it. After receiving this information other documentation used for my review became outdated and was requested in XXXX of 2019. Once this was sent into the lender they then needed additional information about the co-borrowers income in which was submitted. Fast forward to right now and not only has no decision been made in almost 6 months, the income used was not properly calculated resulting in a denial in XXXX after all the requested documents were given to the underwriting staff. Due to the negligence of the underwriting team in calculating the co-borrowers income. I was able to get the file reopened and it is currently with underwriting pending a decision with all documents accounted for however they now need a new appraisal per their guidelines as appraisals are only good for 90 days. I feel like my file is being delayed and sabotaged as they didnt even have the correct loan balance in the paperwork. I have requested a new underwriter and also requested a new manager for my file to no avail. I would like answers and proof my appraisal is only good for 90 days and if this is true why wasnt a new one ordered back in XXXX as it would have only been good until then. The quality and care of my file has been unacceptable and unprofessional. Everything being requested from me was piece mailed and asked for every 3 weeks causing a major delay in this process. Not only does it cause a delay in the review it also caused for other documents to become outdated when in fact they have always had a complete file. I would like this rectified immediately. I have worked for a government establishment for years and tell you right now this seems like they are delaying this modification review on purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 928XX
Submitted Via: Web
Date Sent: 2019-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I brought my home with an FHA loan in XX/XX/2016. My taxes are supposed to be paid through my escrow account. I have made all required mortgage payments and was never delinquent. It turns out the mortgage company was paying taxes to an incorrect parcel number for this entire time. The correct county never received any tax payments because the parcel number that was being paid was in a different county. The mortgage company is now demanding that I pay the delinquent taxes and all the fees. I don't feel I should be liable for this since I was making all the required payments and I was told that my taxes were payed through escrow. The escrow company has tripled my mortgage payments to recover the $ XXXX that was delinquent. I can not pay this and I am afraid they will take my home. If nothing else they should try to work with me to resolve this in a reasonable way instead of increasing my mortgage payments to such an unreasonable amount. from XXXX to now XXXX This doesn't seem fair and cant be right. Please help
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2019-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpont sent agents to my home. The disclosed to my neighbor that i had not paid the mortgage in over a month. Continue to visit in person a few times a week.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2019-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i own a condo in a community and the lender wants proof of hazard insurance every year and I provide this. This year I sent proof ( 5 times ) on : XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I've called Shell Point after each email and they have insured me that the proof was received and I requested proof by mail, which I never receive. I've worked with XXXX ' and sent the proof directly to her email adddress and she confirmed no issue, making that 5 emails. However, I continue to receive assessment emails and the last email on XX/XX/XXXX stated that they were adding this charge to my impound account. This exact scenario happened 3 years ago and the tried to put a lean on my home. Luckily, I save all my statements and the charges were not on my statements, so they could not charge me, I only know this because I worked for XXXX. this is a scam and shellpoint is cheating consumers XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91775
Submitted Via: Web
Date Sent: 2019-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan transferred to ShellPoint Mortgage XX/XX/XXXX. In XXXX of XXXX I requested them to tell me the PMI auto termination date both verbally and in writing. Over two months have gone by and after eight phone calls, they continue to refuse to provide this date. They say I was 30 days late in XX/XX/XXXX and say they can't remove the PMI and avoid telling me the auto term date. I told them several times that per the Homeowners Protection Act of 1999 they must provide me the PMI disclosure form furnishing the date but they act like no such thing exists. My loan originated in XX/XX/XXXX and either the auto term date has already passed or is coming up soon. I purchased my home for {$380000.00} and did a down payment of {$38000.00}. My loan is for {$340000.00} and the current principal balance is {$280000.00}. It is also my understanding the PMI should be cancelled the following month my loan was brought current based on auto termination guidelines.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i have been in contact with my lender Shellpoint regarding assistance with my home for quite some time with no results. They have repeatedly given me problems such as losing my documents, losing 3rd party authorizations, and at the end, refusing to request a figures for me to try and keep my home. I reached out to Shellpoint regarding a payoff and have been refused this info.. I was told they cant provide me estimated figures and Shellpoint also refused to order me one. That is their obligation to me. I am in default and in the process of getting a new loan to pay back ALL monies owed to Shellpoint as well as the foreclosing attorney/trustee quality loan. I stated to Shellpoint what my intention was, and they were of no assistance to me. I finally got the APPROVAL DOCUMENTS and now am being told by Shell Point that they do not even want to see the approval. That they do NOT want the money that is owed to them. I spoke to the SPC XXXX XXXX and she stated to send in the approval and that she would order a fresh pay off. It appears that XXXX XXXX was just giving me the run around as I sent the approval and now other Shellpoint employees are telling me otherwise.. I am getting contradicting info from every rep that I speak to. I have spoken to countless reps within Shellpoints institution, including supervisors, and no one has done anything to assist me. ( XXXX XXXX x XXXX was completely rude, Supervisor XXXX XXXX stated that they will not postpone even with an approval, XXXX XXXX x XXXX stated that she WOULD place the pp request and then came back and said she was told she couldnt place it ) I have been given the run around, transferred countless time, and disconnected on. I truly believe Shellpoint is discriminating against me and my family based on my race, ethnicity, and national origin, and that they prefer for me to lose my home instead of giving me the opportunity to keep my home. There is no tangible reason why they would not assist me with the steps needed to prove to them I was getting a new loan. I am requesting a pp of my sale date so that the loan can close, and all parties can be paid. It doesnt make sense that Shellpoint is refusing to have the debt paid off in full.I called the trustee/ Attorney and stated that I have the approval and requesting them to assist me and they stated they can't. They stated I need to deal directly with Shellpoint. I am demanding my sale date be postponed or I will move forward naming Shellpoint and Foreclosing Attorney XXXX XXXX XXXX as defendants in Civil Court.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94587
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: im make this complaint becomes again this company keep lying about my payments extra charges made up and no explanation of where is the money they claimed I owed them on XX/XX/XXXX I got a loan modification and XXXX XXXX XXXX put more than $100,000 into my loan a house was worth $XXXX So my new balance was $XXXX the second loan they put on I was no to pay any late fee or any extra charge but right after XXXX XXXX XXXX did try but they could do it so they got this company shellpoint Mortgage servicing to do it same tactics lying and sending same paper to say the are helping me or they tried to answer my complaint before I got this loan modification my wife did bankruptcy even that I proven that my wife was not in the loan they keep bringing the same argument I m supposed to be in my loan modification but they try to say im not so they charge again or change me again higher my principal balance again they sent me statements from before XX/XX/XXXX when everything was supposed to started again why they do not answer me with what is the mount I owed them after XX/XX/XXXX I send them the prove rhat my wife was not in the loan but they keep bringing a paper a fraudulent paper whiten with a pensil some one added with his wife why all the paper from XX/XX/XXXX when I got my loan doesn't mention my wife at all I sent you that prove too because she was never in the loan you are making this lie to break my all loan modification I did ask for a new modification why you want to put me into another one
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: CFPB - Please publish to allow fellow consumers to know about dealing with NewRez Mortgage. Despite proving the company that my mortgage is at a 54% loan to value ratio, NewRez has shown the almost intentional inability to drop mortgage insurance from my home. The customer service department is not equipped to handle requests and they are not able to effectively communicate with the loan service department. I've called 15+ times and never get a straight answer on when the PMI will be removed. Here is summary of what seems like "suspiciously intentional" actions to not remove PMI from my loan becasue it is not in the best interest of the bank. I informed New Rez after a comparative market anaylsis from a licensed real estate agent that the improvements and the area appreciation put the LTV (loan-to-value) ratio of the mortgaged property somewhere between 50-60%. This value far exceeds the legal requirement for PMI removal at LTV of 80% or less. Below is a timeline of actions I have attempted to engage NewRez to action on PMI insurance: XXXX XXXX: A Rez Agent was contacted and the request for PMI removal was made. The Agent stated that I would receive a resolution or call to action letter in 10 business days. No letter was delivered. XXXX XXXX: I contacted NewRez again and inquired about the status. This Agent informed me that my request on XXXX XXXX was closed with no call to action submitted to the right department. After this conversation a formal written PMI removal request letter was emailed to the loan servicing center. I was informed this request would take another 10 business days to process. XXXX XXXX: Contacted NewRez to followup. A manager answered the call and stated that the request was never sent to the loan processing department. The manager put the stat on the request and stated it would be resolved very soon. I was told I would receive an email or voicemail sometime that day to let me know where my request was at. No email or voicemail with any information was received. XXXX XXXX: Contacted NewRez manager again and was told the same thing that it would be expedited through loan processing. XXXX XXXX: Contacted NewRez manager and no new information was provided. I was told that they will put another stat order. XXXX XXXX I submitted a complaint to the XXXX XXXX XXXX. XXXX XXXX: I received a call to action and paid for a BPO appraisal. XXXX XXXXXXXX I contacted customer service and was told no BPO appraisal was ordered and that the issue would be elevated. Upon hearing this, I decided to order my own independent appraisal since nothing was being accomplished. XXXX XXXXt: Sent NewRez private appraisal from a different banking showing beyond a reasonable doubt the loan to value ratio was 56%. XXXX XXXX: Contacted customer service and again no movement even though I was told it was elevated and the appraisal was received. After a long list PMI failed suspense and/or poor bureaucratic processes, I get the feeling the company is intentional making it VERY difficult for any action on such requests because it is not in the best interest of the mortgage company rather than looking out for the best interest of the consumer.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 93560
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we submitted a borrower request to cancel Mortgage insurance on our mortgage. We were told by loan servicing rep that we were eligible and that their system showed our LTV at 78.3 % of our original value and loan. thus they would automatically be dropping the MI. I have followed up numerous times and each time I get the run around. after emailing back and forth and also speaking with customer service reps they sent me an email needing proof and authorization from my husband that I am authorized for SHellpoint/New Rez to speak with on behalf of him. I find this to be a major violation on their part, after he fact. Granted I am not on the loan and have stated so since so inception. I disclosed the fact that I am the wife and after all that time and the divulging of personal information on multiple occasions they finally want to identify my relationship. A bit too late as the violation already occurred long before any attempt to seek authorization. Lucky for them It is me and not someone else, We sent the auth on XX/XX/XXXX. that said, I spoke to an agent last week and was told it would be a 7-9 days to fully remove the MI and that they had an automated valuation done in the system so no appraisal was needed. Today when I called again, I was told we XXXX requires a full appraisal when in fact the guidelines for XXXX only specify a BPO not a full URAR. I am beyond upset at the lack of professionalism all around, in not seeking permission 1st before releasing relevant information via phone and email and about the contestant run around with regards to cancelling our MI. We have been trying to locate a number and email to complain directly with the office of the President for ShellPoint /New Rez but can not seem to locate any such intel on their website. Our complaint is twofold : 1 ) Lack of authorization requested upfront to disclose intel. We are newly married. 2 ) Lack of professionalism in handling a simple borrower requested MI cancellation when XXXX says a min of 5 Years in loan with on tie payments and a LTV < 80 % we meet this criteria and want Shellpoint to remove our MI immediately. We were told XX/XX/XXXX and now they want a full Appraisal which will force us into XX/XX/19. I do not feel we should be charged for their incompetence. They need to rectify this ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2019-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Mortgage initially started with XXXX and I was under FEMA forbearance. I signed modification papers have them notarized in overnight at them back. XXXX never recorded the documents and sold my mortgage to Shell point. I can't get them to understand that there are 3 credit reporting agencies. They have corrected my report on 1 and not the other 2. I reported them to the better business bureau multiple occasions because they won't make the corrections nor will they respond to any emails. Total lack of common sense. This goes way neck to Irma and they still can't get it right. Them and XXXX. Totally shady companies to deal with. XXXX can't even file the proper paperwork. They never even recorded my modification
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 34205
Submitted Via: Web
Date Sent: 2019-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A