Date Received: 2023-10-17
Issue: Problem with a company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: About 10 months ago Shellpoint did not pay all my taxes.I disputed it with them and they finally agreed they were wrong.I lost XXXX XXXX on my credit score because of their ineptitude.In XXXX my tax collector sent me a notice that taxes werent paid, i contacted Shellpoint and they said they dont have to pay that portion of my taxes.That is totally wrong on their part, they must pay all taxes on my mortgage.This is the second time they have been wrong and i loost another XXXXXXXX XXXX on my credit report and if they dont pay the taxes by XX/XX/XXXX i will be delinquent..I want them to fix this once and for all. The XXXX XXXX loss is due to Shellpoint saying i was in conflict with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I want to mantein my home, but the lender just prequalified me and no give me all oportunity for mantein the house., the said that want to help in all communications but when you call directly they only give you chance to prequalify and instead they give you un NO answer for loan modification and the only option is paid all debt, its obvious that i was struggling in my payments and ask for a forebarence plan how can i have {$35.00} in one month for pay all debt. We really want to take actions and now we are working and stable income to take this financial responsibility. We really appreciate your support
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage was sold to Newrez LLC about 6 months ago. The company previously put me through significant red tape to change my private homeowners insurance to reflect this change in my recorded address ; # XXXX to XXXX for my escrow On Friday XX/XX/13 I received a letter from my mortgage company NewRez LLC stating that their records show my homeowners association ( HOA ) hazard insurance has expired. They also plan to buy insurance that may be significantly more expensive and may not provide as much coverage. I have a copy of the 42 page HOA policy which is in fact NOT expired and is required by XXXX XXXX Condo Law. Newrez is exceedingly difficult to communicate with and they want me to mail or FAX the proof of coverage within a timely fashion which is not defined. I am a XXXX XXXX of XXXX with a spotless record of payment and with a high Credit Rating of XXXX the last time I confirmed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34232
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In approximately XXXX XXXX XXXX XXXX XXXXXXXX. I, ( XXXX XXXX ) started making the mortgage payments on this home located at XXXX XXXX XXXX. At that time, the mortgage company was Principal Residential Mortgage out of XXXX XXXX Iowa. The loan was in XXXX XXXX XXXX 's name. I had been granted permission by him in writing to communicate on his behalf regarding this loan. This loan has been serviced by many mortgage companys over the last twenty four ( 24 ) years. XXXX, XXXX, XXXX XXXX and now Newrez. I have kept these mortgage payments paid and insurance secured for this home ( in good standing ) for all of these years. The insurance was with American family for years and I changed insurance Companys a few years ago to XXXX. The insurance premiums has been paid through escrow. I received a letter from my insurance company XXXX stating that the premium had not been paid by Nerez Mortgage Company out of escrow and is going to lapse. Which by the way, I, XXXX XXXX have not missed any mortgage payments and was completely in good standing. I called Newrez to inquire about why they had not paid the insurance premium. They refused to talk to me and said i did not have authority to speak about this Loan number XXXX. In the mean time, Nerez sent a notice dated XX/XX/XXXX stating that they have not received proof of hazard insurance ( absolutely not true ) for this property and it has become necessary to place lender-placed insurance coverage on this property. The mortgage payment has been {$1100.00}. Now, our XXXX statement comes in the mail and they ( newrez ) is stating that our amount due for this month is {$2300.00}. This is a very serious issue and needs to be addressed. I have spent hours on the phone talking with different representatives at nerez mortgage company over the last few months. On numerous occasions the representatives told me that they would have a supervisor call me to get this resolved. This has not happened. The latest calls from me ( XXXX XXXX ) to nerez. i spoke with XXXX, XXXX, and others. They told me that all I need to do is e-mail confirmation of XXXX XXXX giving me permission to communicate regarding this loan and some one would be in contact with me within XXXX hours. I have sent multiply e-mails to different e-mail addresses starting XX/XX/XXXX th XXXX and still, I have not received any correspondence regarding this issue. Please help me!!!! Thank you XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64506
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: On or about XXXX i called in and requested the company review my current loan to value and eliminate PMI from my loan. I have made over XXXX in XXXX to the home and the value has gone up greatly. I was told they would review it and get back to me. I received a letter asking for the request to be in writing. They asked that I include the XXXX that have been made, cost of XXXX, and the dates ( although any improvement is obviously since i purchased the property ) and a check for {$190.00} for the XXXX. I wrote a letter that same day providing the work done, cost, and the date of the remodel. All work was done by a licensed XXXX. I followed up on the letter by phone and they asked me to resubmit the work details to include specific dates for each item ( start/ end date ) in a specific format that is a spreadsheet or they will not consider the request. Again the request must be in writing, certified letter, online or fax not allowed. I spoke with them again and tried to escalate and was put on death hold. I contacted them to day and they have again refused to visit my request. This is not only costing me money from them every month, but it is delaying a new roof and solar panels I have planned. The company i plan on using to finance the panels and roof will not go behind a loan with PMI. This is costing me about XXXX a month. I have worked with this company prior and have never had an issue. They are stating the " investor '' sets the requirements for what they need to see in order to initiate a PMI removal. I tried to explain that their company policy does not supersede Federal Law, but I dont think they care. I am familiar with the law and they have not sent out any of the required PMI disclosures either. I also note that a number of the other disclosures were missing information. I have not received any notice that my request was approved or denied in the required time frame as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85024
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XX/XX/2023 my bill pay account with XXXX XXXX sent my mortgage payment out twice on the same day with different confirmation numbers to Newrez which was received by them on XX/XX/2023. I requested they send one of the payment back, which to be done within 3-5 days. On XX/XX/2023, Newrez informed me they sent a check to me instead of returning the funds {$1400.00} back through electronic funds transfer as received. On XX/XX/2023 when the check never arrived I requested they cancel the check and send it back to the XXXX XXXX via electronic transfer. On XX/XX/2023 the funds had not been received and again Newrez again confirmed it was being processed right then and should be reflected back in my bill pay account by XX/XX/2023. Friday XX/XX/2023 I informed Newrez the the funds still had not been returned at which time, they informed me it was being processed then and should be reflected back in my account within the next 10 days! XX/XX/2023 it was confirmed by my bill pay account ( XXXX XXXX XXXX XXXX ) that the {$1400.00} had not been returned and I was facing overdraft charges. Since XX/XX/2023, I receive one excuse after another for this payment not being returned. Need assistance
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92220
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My credit report is showing late payments to SHELLPOINT MORTGAGE XXXXXXXX. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or SHELLPOINT MORTGAGEs customer service representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: This is a complaint against Newrez/Shellpoint for their deceitful and predatory practices with an intent to delay, deceive, misrepresent and provide no timely resolutions. Newrez/Shellpoint provided a three ( 3 ) months forbearance from XXXX. Prior to the due date of XX/XX/XXXX, I attempted to reach Newrez/Shellpoint multiple times to discuss available options including payment deferment because I was able to resume my monthly payments as of XX/XX/XXXX but unable to pay close to {$14000.00} all at once. Despite of my numerous attempts to timely resolve, Newrez/Shellpoint never responded to my numerous calls prior to the due date of XX/XX/XXXX with an explanation that the assigned point of contact XXXX XXXX can not call back and is unable to make an outbound calls for some reason my system continues to suppress the call ( see emails dated XX/XX/XXXX and XX/XX/XXXX -exhibit 1 ) Only after I emailed XXXX XXXX stating that I would lodge a complaint with DFS ( my prior requests before the due date all ignored and as I also submitted a questionnaire through the portal and emailed the mitigation team through the secure dashboard on my account for Shellpoint and as I received a message that I would be contacted but I had not been once called back until after the deadline of XX/XX/XXXX had passed ), I received a response with a pre-approval dated XX/XX/XXXX. The said pre-approval email dated XX/XX/XXXX stated that my balance that had been accumulated during the forbearance would be placed at the back of the loan inclusive of the XXXX payment and contingent on the escrow shortage payments projections. However, Newrez/Shellpoint never intended to resolve as I was told to withhold my XX/XX/XXXX payment because Newrez/Shellpoint misrepresented that it would be applied to the back of the loan and that the amount of payment would change slightly from my regular {$3700.00} to around {$3700.00} subject to final approval. On XXXX XXXX, 12 days past the deadline, I received an urgent call that Newrez/Shellpoint can no longer process the payment deferment and would not allow me to resume my monthly payments because you have exhausted the deferment option previously on XX/XX/XXXX you received a 21 month deferment this is the maximum allowable for covid hardship which was known to Newrez/Shellpoint as an event that occurred a year and a half ago and known to Newrez/Shellpoint before providing a pre- approval dated XX/XX/XXXX which was contingent on the escrow disbursement payments. Because of Newrez/Shellpoint intentional tactics of not discussing any options before the due date ( after coming out of a 90 day forbearance ), ignoring calls and based on Shellpoint intentional acts inclusive of unable to make an outbound calls for some reason prior to the due date of XX/XX/XXXX and a delay known to Shellpoint to be deceitful as they now claim that the account is close to 120 days in default with an imminent foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11235
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Shellpoint Mortgage Company- we had issues keeping up with the payments early in the year. Contacted the mortgage company for assistance. They advised us to complete a form online and submit documents on their portal. We completed the necessary forms, then were told we should have sent the information to an email address. They assign you a point of contact and that person is never available via phone, if you send an email they say they never received it. When you call the 1-800 number you receive different answers from everyone. Going through a stressful situation, you want reassurance your mortgage company is working with you to resolve. They send a dozen threatening letters in the mail during the entire process. We received several documents for our partial claim that had different information that required notarized signatures. We completed all of them and called to confirm that our first payment due was XX/XX/XXXX, we were told yes this is accurate. Now they are saying it was due XX/XX/XXXX and we have defaulted on our mortgage. Absolute worst company ever, not sure how they are able to keep running this business. Horrible customer service!!!!!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IN
Zip: 46307
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Every single month we have to call Newrez numerous times to allocate our payments correctly because each time, they do not apply our payments and we are almost late due to them putting all of our payment into principal only, thereby leaving the payment due for the month unpaid. We have to sit on the phone for hours ( while trying to work our jobs ) to get them to apply the payments correctly. I have repeatedly requested I have the ability to apply my payments how I want them ( correctly ) via their online portal, but to date they have refused to allow any consumer to allocate their own money. This is an ongoing problem that Newrez has failed to resolve. We did not choose them ; Newrez was acquired by XXXX, whom we never had any problems with. Now we have to constantly worry about taking many hours out of our time at our jobs to call them and that our credit will be ruined because they are inept and refuse to do a thing about this. None of my ( nor anyone else 's, as MANY complaints exist on this company ) complaints about this have ever been addressed successfully.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 657XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A