Date Received: 2019-07-03
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: I did not authorize New Rez LLC making an inquiry on my be half or gave them permission. I did not make any inquiries to give any permission to use my information for a new mortgage.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was transferred from XXXX to Shellpoint New Rez. When they did this, I set up a one time automatic payment thru my bank to NewRez to cover the 1st pmt. I paid {$1800.00} on XX/XX/19, which is the full mortgage payment for XX/XX/2019. NewRez then did an ACH for {$1800.00} on XX/XX/19, and took another ACH for {$1800.00} on XX/XX/19. I have called for a refund of the two erroneous payments. At first they told me that I must prove that they took the XX/XX/19 pmt, which I did. I have since spoken with at least 7 different reps at their call line, who each tell me that they are escalating. Each time they do this, they tell me that it will be 2-3 days, 24-48 hours, 4-5 days ... for us to see the refund in our bank account. I completed the " Contact Us '' on their website 3 times, I faxed them with confirmation, and I also wrote a snail mail letter as they state that we have rights under the Federal Gov't. All of these attempts have provided NO response from this company. They destroyed our budget and put us in a negative with other debtors when they pulled a total of {$3600.00} that they were not entitled to. On top of this, the statement then showed that the next pmt was due XX/XX/2019, which is also incorrect - based upon these payments no pmt was due until XX/XX/2019. They've now moved the {$3600.00} to " Unapplied Balance '' so it is not benefiting the interest on the mortgage either. I was told yesterday that this was escalated to this person 's supervisor who is the only one who will be able to find out why the escalations have not brought results. I was on the phone again today filing another complaint. I am now told that a XXXX XXXX will call me within 24-48 hours, so again we wait. Since it is XX/XX/2019 and payment is due no later than the 15th ( and I never wait this long ), they offered to move the unapplied balance to the loan. I don't trust them to do this, so filed the complaint once again today requesting the refund. I gave them the bank and routing number in one of the previous calls and was told we would see the funds back in our account within 24-48 hours. I have removed the banking information on our account with them so they can not do this again, and have set up automatic payments through our bank, but this does not resolve the situation that we have with them now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 808XX
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted NewRez/Shellpoint in XX/XX/2019 to order a reappraisal of my home so that I could pay down the principal to an LTV of 80 % or whatever value was required to remove PMI. After many repeat efforts and phone calls to gain visibility into their process ( i.e. what is the next step, when can I expect it to occur ) I eventually got them to send an appraiser of their choosing to my property in XXXX XXXX, MA. The appraiser and I coordinated. I paid his fee and he performed his appraisal on XX/XX/XXXX. He told me that he submitted the appraisal to Shellpoint/NewRez the same day as access to my property. I called NewRez/Shellpoint and they said I should get a letter in the mail in 7-10 business days. After about 3 weeks I received nothing, so I called NewRez/Shellpoint and as usual the person I spoke with on the phone had absolutely no ability to field my call. I asked to speak with a supervisor and she told me that the " case '' was closed as they had not received the appraisal report. I told her that I have a text from the appraiser saying it was submitted on XX/XX/XXXX, and already paid him. She told me she would re-open the request and that I should hear something in 7-10 business days. 2 weeks later after hearing nothing ( which I had come to expect ) and getting nothing in the mail, I called again and the woman who assisted me ( finally someone competent ) told me to reach out to the appraiser again and provided me the fax and email information for the appraiser to re-send the information to. I texted the appraiser this information, and the associate from Shellpoint/NewRez put in a request with her PMI department to look into the issue and reach out to the appraiser. I have called between 10-15 times or more to simply get my home re-appraised. It should not be this difficult to pay down my debt so that I can stop wasting money on PMI. It should also not take 5 months to fulfill this request. Beyond that, NewRez/Shellpoint appears to have a policy of delaying any request for as long as possible. I asked the competent associate I spoke with about when I can expect to hear back about the escalated case to the PMI department ... she said I might get an email in 7-10 business days ( every associate has said this of every request I've made since XXXX and they never reach out, except for once I got a letter for initiation of re-appraisal after 45 business days. 45! That is 9 weeks to process a simple request. ) but then said I should probably just call back in 2 weeks because she knew as well as I did that they never, ever actually take initiative to make anything easy on a mortgager such as reach out. So I am currently begging the appraiser that NewRez/Shellpoint selected ( whom they have leverage over since they provide him business. I have no leverage and he already has my money from performing the appraisal ) to re-send the information that he's told me he already sent a month ago. This feels like the company is intentionally resisting allowing me to pay down my loan to remove PMI. This is an unfair practice that keeps a hard-working, frugal person from keeping his hard-earned money away from a massive mortgage machine that does all it can to siphon wealth from it's " customers, '' little by little. Their management should be absolutely ashamed, and an investigation should be launched in to just how much associates are trained to prevent anything that would save a consumer some money.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 27703
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This complaint is being filed against SHELLPOINT MORTGAGE NewRez LLC dba Shellpoint Mortgage Servicing XXXX. XXXX XXXX XXXX, SC XXXX Main Office NMLS ID # XXXX This complaint is on behalf of XXXX XXXX XXXX aka XXXX XXXX XXXX This loan is currently in default. XXXX XXXX was and is currently a victim of XXXX XXXX and XXXX XXXX XXXXe. This is documented with the XXXX XXXX Police Department, XXXX XXXX County Sherrifs Office, the XXXX XXXX District Attorney 's office and there is a current investigation that is in process with the XXXX XXXX County Board of Supervisors-XXXX XXXX 's office. Shellpoint Mortgage neglected to send to us at the correct address the latest Notice of Fault and did not properly inform the Trustee of the correct mailing address. On XX/XX/2019 I spoke with Shellpoint Mortgage and was advised that the fastest way to work with Shellpoint on options to include modification or a mortage pay down would be to fill out the Shellpoint application on line. I set up an on line account and discovered that Shellpoint Mortgage has TWO people that I do not know nor have I heard of that are attached to my loan. XXXX XXXX XXXX and XXXX XXXX. In attempting to fill out the loan paperwork on line i was prompted to disclose the income of these two individuals. I do not know these persons and they have never been authorized to be on this loan or to access my personal information which I now am convinced these people have accessed my personal information with Shellpoint 's unauthorized consent. On XX/XX/2019 my POA XXXX XXXX spoke with XXXX at the Shellpoint customer service center. XXXX informed XXXX that XXXX XXXX XXXX was a debtor from a bankruptcy which I have no knowledge of. XXXX also informed XXXX that she could not locate any information on XXXX XXXX and could not provide an explanation of how or why this person is now on my loan. XXXX was then transferred to XXXX in the Loss Mitigation Department of Shellpoint Mortgage. XXXX could not provide any additional information as to why these two individuals are now on my loan. XXXX was informed that a complete loan package was sent to me on XX/XX/19. XXXX then told XXXX to print out the information and fill out the forms anyway and fax them to Shellpoint. XXXX was then told that it would take up to 48 hours to process. XXXX asked XXXX what to do as there are TWO unauthorized persons on my loan profile and she was strongly advised to fill out everything on line for faster processing. How can we fill out the paper work and be given fair and complete consideration when there are two people on my loan according to Shellpoint that I do not know?? XXXX said that there was nothing else that they can do. XXXX then asked to speak with a supervisor. XXXX was then told that the supervisor, XXXX XXXX, was unavailable and had to leave a voicemail. XXXX did so and expressed that this was an urgent situation. It is not 24 hours later -- NO CALL. Shellpoint Mortgage has left me unable to complete the homeowner assistance process as there are TWO people on my loan file that i do not know. I am unable to proceed as I have to fill out income information for them and I do not know who they are! Shellpoint is taking no responsibility for this error that is detrimental to my request to have fair consideration to save my home of 30 years. I need help as this is unfair and unehtical!
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 92008
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX Fri XX/XX/2019 XXXX XXXX Being the first is being paid off, XXXX is demanding {$59000.00}. We only have $ XXXXto give them in the transaction which means {$34000.00} would need to be paid by XXXX at settlement to avoid foreclosure of the first and settle the transaction. The bank has stated this is their final offer and will not negotiate. I suggested the bank approve receiving {$24000.00} and provide a note for the balance and they are refusing. I have requested a supervisor to try to resolve but was advised there is nothing further XXXX will do. There is nothing further I can do at this time. How can this be? Per your email dated XX/XX/19Hello please advise your clients the offer has been declined. Foreclosure is scheduled for XX/XX/XXXX. Please provide a release. The bank is demanding a purchase offer of no less than $ XXXX XXXX please relist the property asap and advise nothing less than the {$130.00} will be accepted. If buyer wants closing help they will need to increase price/offer. See our title calculator for help ; XXXX XXXX you led everyone to believe that the bank communicated to you the amount they wanted to avoid foreclosure. The buyer offered the exact amount ( {$130000.00} ) only for you to come back a month later with this ridiculous response. You need to go back to whoever you've been dealing with and let them know that this is unacceptable. They wanted {$130000.00} - or did they? And they got {$130000.00}. Therefore, they have to accept that amount. I've negotiated short sales on behalf of my clients with different lenders and I've never seen a bank counter their own counter. I do not think this transaction was handled very professionally. I am very disappointed. You had people jumping through hoops changing this, fixing that, and correcting this - all for nothing? It took six months and two offer to let the homeowner that her home will be foreclosed. What a complete waste of time. The homeowner is devastated. I can see why she feels that way. Please make another attempt to contact the lender and see what can be done to prevent this foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21702
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I sent in a complaint regarding the lender stating due to the NPV findings they would not modify me. However i believe the NPV test is incorrect as the reason i am not being modified is due to the fact the investor would like their money in the time frame allotted in my original mortgage agreement and lowering my rate or payment and or extending my terms would not allow that to happen. I believe i am a victim of a scam as my original lender and investor was XXXX who was bought out by XXXX in which awarded home owners money for the scam created by XXXX XXXX. I do not believe the documents in which i signed were legit at the time i opened this loan and i am also convinced it was predatory as my rate is well above the average rate at this time. I also requested a copy of the pooling and service agreement and still have not received it and also i do not belive the mortgage documents and assignment of mortgage is correct. I am in a non judicial state on which the foreclosure process is less and i do not have my day in court however my lender was brought up in a federal suite and lost and i believe my mortgage qualified as part of that suit. I would like answers to these questions in which the lender has been avoiding for some time as a 12 % rate is unrealistic and is predatory. I believe the lender is keeping this information from me to avoid being fined and sued for wrongful foreclosure
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76016
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-01
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: My loan was transferred from XXXX to Shellpoint in XX/XX/2019. XXXX immediately reported to the agencies my loan as closed/transferred XX/XX/2019. Currently Shellpoint is reporting to XXXX, but has not reported to XXXX. I have called Shellpoint 6-7 times, they tell me that credit reporting issues must be sent via email. I have sent 4 emails to Shellpoint, they have not responded once. CUstomer service is terrible. I have called Transunion multiple times to ensure the issue isnt on their end, they confirmed nothing is coming in from Shellpoint. My credit score is now negatively impacted and causing issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03102
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage loan was serviced by Shell Point Mortgage Service, They were collecting money for the mortgage and escrow account to pay for Taxes and Insurance. For yearXX/XX/2018, taxes were due to the City and the County. They did not pay the taxes per the escrow agreement on time. In XXXX, we received delinquent tax statements from the County and the City. We contacted Shell Point. They indicated that the taxes are our responsibility and we have to pay it, although they were collecting money for these taxes and our escrow account had more than {$20000.00} to pay for the taxes. In XXXX, we paid the taxes with the late fee penalty that resolved the issue with the county and the city. Shell point sent us a letter that they missed the payments due to an error on their behalf and apologized for the error. In XX/XX/XXXX the mortgage was sold to XXXX XXXX XXXX XXXX with the escrow account. XXXX XXXX XXXX reimbursed us back the taxes we paid from our escrow account. As to the paid penalty, XXXX XXXX XXXX indicated that they were NOT handling the account in XX/XX/ and they are not responsible to pay the penalty and we should contact Shell Point. We have been sending Shell Point emails and receiving responses apologizing and to contact XXXX XXXX XXXX about the penalty issue ( Although XXXX XXXX XXXX has nothing to do with it because the penalty incurred when Shell Point was servicing the escrow account ). We asked them to pay us the penalty that we paid XXXX {$1000.00} XXXX, and till now we only get apologies and to contact XXXX XXXX XXXX XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Subject : shellpoint Loan : XXXX ( Rate Correction ). Dear CFPB & AG office : Greetings, attached are documents confirming the Shellpoint interest rate error that occurred on my loan in XX/XX/XXXX. Shellpoint raised my loan rate to 3.75 % in XX/XX/XXXX, ignoring the fact and document that XXXX XXXX Locked our loan rate in at 0.01 % for the life of the loan on XX/XX/XXXX ( Attached XXXX Document and loan statements ). 1. This error occurred 9 months ago and still has not been corrected, despite my continued phone and written communication and documentation to remedy this error with ShellPoint. XXXX XXXX Locked our loan rate in at 0.01 % for the life of the loan on XX/XX/XXXX ( Attached XXXX Document and loan statements ). Please credit my XX/XX/XXXX to Present loan payments to the principal of my loan and credit interest paid for these months back to my account. I have Communicated this Shellpoint Interest Rate Error with the following Shellpoint Managers seeking their assistance in resolution via documentation and written contact. without success : 1 ). XXXX XXXX, 2 ). XXXX XXXX, 3 ). XXXX XXXX, and 4 ). XXXX XXXX as well as the 5 ). Shellpoint loan servicing department Shellpoint must correct their error by : 1. Correcting my Interest rate to the lifetime lock rate of 0.01 % for all months past and present of the loan. 2. Credit my account the over interest payments made since Shellpoint 's XX/XX/XXXX Interest change to 3.75 %. 2. Mail a New XXXX Corrected ( Interest Paid ) statement and 3. Correct XXXX interest paid statements to reflect the correct 0.01 % Rate. Thank you for expediting this matter. Regards, XXXX XXXX XXXX XXXX : ( XXXX ) XXXX
Company Response: Company believes complaint is the result of an isolated error
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2019-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: It is very sad and unfortunate that if you come into a hardship that you have to deal with a company who clearly doesnt care about it. I was laid off and unemployed for almost 5 months. We submitted a request for modification in order to keep our home and lower our mortgage payments due to the unfortunate situation however it has been a nightmare dealing with this company. I received a notification today stating my modification was denied. Why? because we didn't have enough income when we first started the modification, I was on unemployment which is clearly not near enough to raise a family but within the process I gained employment that was a huge pay cut. I submitted paystubs every week in regards to the new job but no one bothered to even check our documentation to see that this information has changed. If the documentation is not going to be checked then why submit it. Now our file has to be resubmitted and possibly take another 30 days, not acceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2019-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A