Date Received: 2019-08-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: RE: SHELL POINT MORTGAGE/ NEW REZ My complaint is against Shell point Mortgage also known as New Rez. I currently hold a home loan with them! My mortgage loan was sold to them (New Rez) back in XX/XX/XXXX. Since my loan was sold to them, its been a total nightmare! They claimed my loan payments were late when they werent! And I just got with them. They have been calling and calling harassing me as if Im not making my payments! When I first connected with New Rez they told me when I could start making payments, which was told to me wrong when I spoke to them in XX/XX/XXXX. They told me by XX/XX/XXXX is when I could start making my payments. Fast Forward a couple month.. I went to check my credit file, my credit file indicated that I was still with XXXX XXXX XXXX XXXX all the way until XX/XX/XXXX...although payment were going to Shell point. I also was writing to Shell Point (New Rez) trying to dispute this situation several times and also behind a late payment for XX/XX/XXXX...And need I remind you, I WAS SOLD TO THEM and this is happening. I did not hear back from them at all! After making several attempts to reach out to them, I noticed they have me late again for several months when I was not! When a Loan has been sold to another loan company, consumers are entitled to protection. Mortgage companies have a legal obligation to protect consumers during loan transfers. And I felt like I was not. I did receive a letter from XXXX that my loan had been sold but when I call XXXX, they told me to give NewRez a call. I never received the Transfer notice. So I did call NewRez and thats when they told me I had time to make arrangements but I still end up getting a late. I was in good standing with my last loan company up until I was given to NewRez (Shell Point) I am sending copies of the payment History dates that I made payments before the 30ty day late! Oh and why I ended with making payments before a 30ty day late is because how my payments started with NewRez.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently sold to NewRez. We received an escrow analysis dated XX/XX/19 from NewRez. The escrow analysis shows that NewRez made an incorrect PMI payment in XX/XX/2019. NewRez paid $XXXX, when the PMI amount is supposed to be $XXXX. Further, the escrow analysis shows this $XXXX being projected every month going forward, causing my mortgage payment to increase by $XXXX per month starting XX/XX/2019. I called and emailed on XX/XX/XXXX to ask why NewRez has the MPI incorrect. I made a follow up call today,XX/XX/XXXX, and the NewRez representative told me there has been no progress and he would email his manager.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello,Company: Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX OH XXXXDate: XX/XX/2019Amount: $XXXXI purchased my home In XX/XX/2019. The loan has transferred twice in three months, from XXXX to XXXX XXXX XXXX (XXXX), and now to Shellpoint Mortgage Servicing.I made one payment to XXXX, one to XXXX, and just paid Shellpoint on XX/XX/XXXX. Shellpoint shows no record of my payment, although I paid through XX/XX/XXXX XX/XX/XXXX via XXXX XXXX XXXX. XX/XX/XXXX sent the payment to their electronic account on file with my Loan Account Number documented.- I have provided XX/XX/XXXX Proof of Payment--as requested from Shellpoint, with still no resolution.- I have called Shellpoint multiple times, on hold and unable to get through- Shellpoint forces me to leave a message, and I have never been called back- I messaged them via email and secure login, and still no resolution despite submitting documentation
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33629
Submitted Via: Web
Date Sent: 2019-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I was notified by XXXX, my then loan servicer, that my loan was being transferred to a new loan servicer called New Rez LLC. After XX/XX/2019I was to start making my payments to New Rez, LLC. I have attached the letter and my last statement from XXXX to show the amount of my monthly payment. In XX/XX/XXXX, my payments started going to New Rez automatically from my bank account every month. In XX/XX/XXXX, I checked my credit and a company by the name of Shellpoint Mortgage had reported me late on payments in XX/XX/XXXXand XX/XX/XXXX. At this point, I did not even know who this company was, but I see they are a loan servicer and the amount owed is the same as my mortgage, so I call New Rez to see what is going on. They explained to me that Shellpoint owns them and I have not been paying the full amount of my payment, which was increased to XXXX. They were taking my payments and applying them to a partial payment unapplied account instead of my mortgage and reported to the credit bureau's that I have not paid. I asked them why is it that I have not received any statements or a letter explaining why my payment would be going up and when? All they could say is that they were sending my statements. I told them I have not received any statements and when they verified my address, they were sending them to my old address. I do not understand how they could do that if on the letters from XXXX had my correct address, why wouldn't New Rez. I paid everything at that moment to bring my loan current, even though they could not explain to me why my payment had gone up. I asked them to credit me the late fees of XXXX and correct the past due status with the credit bureaus since how could I be late if no one notified me of my new payment amount. They said they could not help me by phone, that I had to send an email to XXXX and wait 30 days for a response. I did that, and they sent a letter in the mail that they would clear up XX/XX/XXXXand XX/XX/2019late payment reports to the credit bureau and have them changed to current. They refused to credit the late fees because they said XXXX should have sent me an escrow statement in XX/XX/XXXXstating that there was an escrow shortage for the current year and either I pay the difference in full or my payment would go up to XXXX. Obviously, I did not receive this statement or I would have paid the correct amount. My credit can be checked to show that I have never paid a late payment to a mortgage or any other credit card, etc. I did not ask for my loan to be transferred. I feel like this is an abuse of power. I had to pay a difference in the mortgage to clear up the negative markings on my credit without even knowing why. I still don't have a statement, just have to trust them blindly. We did not chose New Rez as our loan servicer and never would based on their reviews. But we have no choice and they are ruining my credit. I checked today and my credit still shows late for XX/XX/XXXXin XXXX and XX/XX/XXXXin XXXX. I can't even call to talk to anyone because they claim they can not help me over the phone. I was in the process of buying another property and was not able to go through with it because of these markings on my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34986
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. XXXX cell number. My complaint is agains Shellpoint Mortgage, XXXX New Rez. NewRez LLC XXXX XXXX XXXX XXXX, SC XXXX ( XXXX ) XXXX Main Office NMLS ID # XXXX Loan # XXXX This company bought my loan XX/XX/2019 was my first payment to them. The original loan was for {$140000.00} and the appraised value was {$150000.00}. Attached are the loan payments. On XX/XX/2019 I paid a lump sum of {$21000.00} to lower the principle to under 78 % of value. I have attached files. I called to make sure my PMI was canceled, They made me do a written request which I did. I got a letter saying an appraiser would be contacting me in 7-10 business days. Well that didn't happen. After numerous phone calling and all kind of issues trying to talk to a person. I got a call in XX/XX/XXXX, from XXXX XXXX, a Broker from XXXX, not even in my market, did a " Broker Price Opinion '' yes, he is not an appraiser! Attached is his report. His lack of knowledge of the area, he used 3 properties in the city limits. I live in an exclusive neighborhood. The home to the left of me sold for {$170000.00} in XXXX and the home to the right of me sold for over {$300000.00} this month. They will not contact me back, I have left messages with XXXX XXXX, the Supervisor because my direct contact XXXX XXXX phone is now not working. XXXX. Pay the Mortgage Down to 78 % of the Purchase Price Because of the Homeowners Protection Act, PMI now has a default setting This is a level at which it a lender must cancel it automatically. The mortgage servicer is required to drop your PMI coverage when the outstanding balance of your mortgage drops to 78 % of the original value of your home. If the original purchase price on the house was {$200000.00}, your lender must cancel PMI when your outstanding loan amount drops to {$150000.00}. This is 78 % of {$200000.00}. This should happen even if you do nothing in an attempt to remove the PMI. You must, however, be current on your mortgage at the time this happens. Otherwise the lender is not required to remove the coverage. Please help, thanks, XXXX XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 776XX
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In response to : CFPB # XXXX Reference # : XXXX Acct # : XXXX Property : XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX In your 4th paragraph, from what I understand it seems to say that XXXX received my XX/XX/XXXX payment on XX/XX/XXXX which was applied to XX/XX/XXXX and that according to my bank it cleared in XX/XX/XXXX. Please see attached XX/XX/XXXX & XX/XX/XXXX statements noting payment to XXXX on XX/XX/XXXX & XX/XX/XXXX. My XX/XX/XXXX payment was paid at end of month when I closed escrow. I am not quite sure what XXXX means or what you meant by the 4th paragraph of letter sent to me on XX/XX/XXXX. See attached your letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85225
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ok I will make this simple as possible. I have a chapter XXXX discharged in XX/XX/2017 my Mortgage was included, since I am keeping the home my current payments are considered voluntary payments. In the bankruptcy law states the company can no longer report this account to any credit reporting agencies. However I have been battling with my Mortgage company Shellpoint Mortgage, XXXX, XXXX to remove it from my file. However they will not, this violates the automatic stay. Either way I would not mind so much being on my report if it were reporting every month and correctly. I have been calling emailing every month for them to update it or it will not be updated by law these companies are supposed to keep accurate information and here I am doing their jobs for them. My balance is also incorrect hurting my score further. My current balance I will show proof, as I will show proof as what they are reporting and you can see all the gaps this is crazy I should be able to sue both parties for not keeping accurate information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11793
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, We would like to issue a formal complaint against Shellpoint Mortgage Servicing for their improper actions in servicing our previous mortgage loan. We were referred to your agency by XXXX XXXX of the South Carolina XXXX XXXX XXXX after her attempts to mediate with Shellpoint did not produce an acceptable resolution. It has been a very difficult time trying to work with Shellpoint and we will try to explain the situation and our complaint further below ; please feel free to let us know if you would like to know more via a call and we will gladly send you our phone number to speak further. - We purchased a house in late XX/XX/XXXX with our original lender, XXXX. XXXX subsequently sold our mortgage to Shellpoint. When we decided to refinance the loan in XX/XX/XXXX, the new refinance lender notified us that Shellpoint had not paid the full amount of property taxes due to XXXX XXXX in XX/XX/XXXX from our escrow account. Instead of paying the over $ XXXX amount that was due, Shellpoint only paid {$560.00}. By the time we found out, there was still a remaining balance of nearly $ XXXX and our property had incurred an additional $ XXXX in interest and penalties from XXXX XXXX ( a figure that continued to grow as we waited months for Shellpoint to resolve the issue and even get us a response ). The attachment ( XXXX XXXX Prop Tax Payments Penalties Interest ( JKL XXXX ) ) details these amounts. - Another attachment ( Initial Escrow Disclosure vs. Shellpoint Escrow Disclosure ( JKL XXXX ) ) shows the Initial Escrow Account Disclosure Statement that was a part of our closing documents for the purchase of the house in XX/XX/XXXX and the Annual Escrow Account Disclosure Statement that we recently received from Shellpoint. As you can see in the Initial Escrow Disclosure ( and will be verified in other materials contained within the closing documents XXXX, it was clearly understood that the payment due for property taxes in XX/XX/XXXX was over $ XXXX. Moreover, the figures used to calculate the monthly escrow payment that we had to make also used the over $ XXXX amount. Yet inexplicably, as seen in Shellpoints XXXX XXXX, Shellpoint only made a payment of {$560.00} from our escrow in XX/XX/XXXX. In response to our first written inquiry to Shellpoint, Shellpoint states that they were not liable because we did not inform them of the correct amount however, the correct amount was already listed in the closing loan documents. Also, Shellpoint was already able to determine the correct figure for the XX/XX/XXXX property tax payment directly from XXXX XXXX XXXX has never explained why it could not similarly determine the correct amount for the XX/XX/XXXX payment. - Similarly in the same attachment, you can also see in Shellpoints escrow disclosure that the amount in escrow ballooned to over {$8200.00} because of their mistake in XX/XX/XXXX. Section XXXX of RESPA prohibits lenders from requiring an exorbitant amount in the escrow account, providing a cushion of at most only XXXX more than the total disbursements for the year. If you total all of the disbursements for the year listed in Shellpoints XXXX XXXX ( {$4500.00} ) and add the RESPA permitted cushion ( {$750.00} ), the maximum escrow amount permitted by RESPA was {$5200.00}. Yet Shellpoint was over this maximum permitted amount during five of the months, with the highest amount being {$8200.00}. RESPA requires that a lender return any excess above {$50.00} to the borrower, which Shellpoint never did. It was not until our refinance had been closed for over a month that we finally received our escrow amount. - In another attachment ( Examples of Correct Prop Tax from Closing Docs ( JKL XXXX ) ), there are additional examples of how the lender anticipated ( and used for calculating our monthly mortgage payment amount ) an XX/XX/XXXX property tax amount of over $ XXXX in the closing documents. In the Uniform Residential Loan Application, First Payment Letter, Closing Disclosure, and Estimated Borrowers Statement, a figure of {$550.00} was listed as the amount collected in each monthly mortgage payment specifically to pay for the property taxes. Yet despite this figure, Shellpoint makes an XX/XX/XXXX property tax payment of only {$560.00}, an amount that is clearly disproportionately small compared to the escrow amount they collected from and required of us. - Another attachment XXXX Written Correspondence to Shellpoint ( XXXX XXXX ) ) details some of the written correspondence that we have had with Shellpoint. In response to our numerous written requests, XXXX has only responded with auto-generated receipt notices, written letters that request more time to review the issue ( with no timeline given ), and an encrypted email that states Shellpoint would not be liable for the interest and penalties because we did not notify them of the correct amount ( as mentioned above ) ( we can provide any additional correspondence from Shellpoint upon request, please let us know ). We have also tried numerous times to call them but we only are given their general customer service line ( not their XXXX XXXX Department, which analyzes such claims ), who are not trained on these issues and can do nothing to help, despite our having to tell them the entire issue over and over again each time we are connected to a new general customer service rep. When such general service reps tell us that Shellpoints XXXX XXXX Department is the group that handles such issues, and we then ask them for the Loan Servicing Departments phone number or to be transferred directly to them, we are told that the XXXX XXXX Department does not have a phone number and that we are not permitted to speak with them. It seems unreasonable for a companys customer service department to engage in these types of practices, essentially discouraging customers from expressing their rights and encouraging them to give up instead. - We finally received a refund of our escrow amount from Shellpoint in early XXXX, yet it still did not include the {$500.00} in penalties and interest that we paid to XXXX XXXX due to Shellpoint 's underpayment in XX/XX/XXXX. We greatly appreciate any help that you can give us to resolve this matter. All we want is for Shellpoint to reimburse us for the interest and penalties ( {$500.00} XXXX that we have incurred from XXXX XXXX due to Shellpoints improper actions and for them to admit fault and stop these unreasonable practices against borrowers. Thanks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98034
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: WasapprovedfortrialmodificationwithmymortgageservicerShellpointMortgageservicing,firsttrialpaymentbeganXX/XX/2019amount{$850.00}.I'veattachedproofwhereIwasmakingtrialpayments.ShellpointMortgageforeclosureattorneyforeclosedonmyhomeXX/XX/2019whileI'mmakingmypayment.Someonecametomyhomeaskingmetoleavemyhome.I'mrequestingthepropertyforeclosuresaleberescindedanddeedtomyhomebereinstated.Shellpointhasbeendifficulttoworkwiththeydidnotapplymymortgagepaymentstotrialpayments,Ihaveattachedmybankstatementshowingfundswithdrawnfrommybankaccount.SpokewithShellpointcustomerservicewastoldtheydidn'treceivemypayments,thatiswhytheyforeclosed.AccordingtoXXXX,ShellpointMortgagethepropertyhascurrentlygonethroughforeclosureREODepartmentbutwasnotsoldtoathirdpartyitisbackwiththeinvestor.TheinvestorisXXXXXXXXXXXXXXXXXXXX,XXXX#XXXX.NeverreceivedcancelationletterformymodificationfromShellpointmortgage.AlsoneverreceivedapropertyforeclosureletterformXXXX,XXXX,XXXXXXXXXXXX.StateofTennesseestatesthehomeowneristoreceive30daynoticepriortopropertyforeclosureofwhichIdidn't..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38141
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I got 1 payment behind in my mortgage so I was making additional amount each month to catch up. I had done this in XX/XX/XXXX & XX/XX/2019 with the final one to be done in XX/XX/XXXX. My monthly payment is XXXX and for those 3 months I was making a payment of XXXX which was the normal payment of XXXX and 1/3 of the missed payment. The XX/XX/XXXX payment was made twice. It was my error but I have not been able to fix the issue. I received a letter from Shellpoint stating that they would be refunding me the XXXX extra that was made in XX/XX/XXXX. It has never happened. They call me constantly asking for my payment and I keep explaining that they have my extra money sitting there. Finally at the end of XX/XX/XXXX I asked them to apply the XXXX to XXXX 's payment and the extra XXXX to XXXX 's payment since they were not making good on the letter stating the money would be refunded to me. They call me on a daily basis to ask for my payment. I received a call on XX/XX/19 stating that I still owed an additional XXXX. I asked if this would make me current through XX/XX/XXXX and they stated that it would as the extra money was from the original overpayment. I paid it over the phone and the amount has come out of my bank. I received a call again today asking me for my XX/XX/XXXX payment. When I tried to explain the situation yet again they can not see where any of this happened and I was put on hold for quite some time so the person could " talked with a manager. '' I am over the incompetence and stupidity and I want my account fixed. I have attached the original letter I received from them explaining that the money would be refunded.
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A