Date Received: 2019-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It appears XXXX XXXX left the mortgage business in XX/XX/XXXX. Our mortgage was transferred to Shell Point/New Penn/NewRez- the company has changed names three times since XX/XX/XXXX. For the sake of this communication we will call the company by current name, NewRez. We had been processing our loan payment monthly but beginning XX/XX/XXXX began sending money weekly on Fridays. NewRez incorrectly processed the hazard/home insurance payment in XXXX XXXX in the amount of {$7300.00} instead of {$3600.00}, NewRez ignored the home portion and paid the full insurance bill that included our auto policy. NewRez re-calculate the Escrow for XXXX based on this incorrect amount and increased the monthly payment due by from {$2700.00} to {$3500.00}. It took from XXXX through XXXX to work through this incorrect payment and what happened. It was myself and the insurance company ( XXXX ) that proved to NewRex the error. The monthly loan amount due was finally corrected once NewRez updated the Escrow, we still have not received the XXXX Escrow Analysis. We began sending weekly payments on XX/XX/XXXX in the amount of {$690.00}. As of XX/XX/XXXX, NewRez has received 38 weekly payments totaling {$26000.00}. See attach documentation of these payments from XXXX XXXX. The monthly payments from XXXX was {$2700.00} and from XXXX should be {$2800.00}. Our account should reflect we have {$1000.00} towards XXXX payment. NewRez needs to accurately reflect the monthly payments and the account will be updated. We also should ha ve zero late payments. We have looked to other mortgage companies but we will have t o pay the fees to move companies. We don't want to be with NewRez. There is no brick and mortar or person to speak to. We've been bombard with stupid letters that state NewRez has received our correspondence but nothing. After sending two more forms of communication to NewRez, we researched to see where we could file a complaint. We have excellent credit ( XXXX & XXXX ) and to continue to see late payments or receive collection calls is humiliating. We wish XXXX XXXX would've allowed us to choose the mortgage company and now would request NewRez pay the fees for us to move our loan elsewhere.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32312
Submitted Via: Web
Date Sent: 2019-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My problem is with my escrow company. It is a gigantic mess. They refuse to believe that they are wrong. But i know for a fact im 100 % correct. This problem is so big. That i cant write it. I literally need to talk with someone about this. Its far to much. I got your number from the XXXX. Because at this point. They see that i am completely right. And my mortgage company is refusing to still fix the problem that still exists. Please call me so i can lay out. How unprofessional this company is. Please call me. If i dont answer. Please leave a direct number to who ever calls. Im a XXXX XXXX XXXX. Im very good with my money. So please youll want to here what i got ta say. Im sure a new rule/law can be made from my issue. That will ensure it never happens again. I will send all my paperwork to the rep that contacts me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2019-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2019 I filed a dispute through XXXX as the account was still reflecting open with an outstanding balance. The property was previously sold and the mortgage was paid in full. On XX/XX/2019 I received the results of the dispute and New Rez reported to XXXX that the loan was foreclosed on in XX/XX/2019 and the account was closed in XX/XX/2019. This information is incorrect. The loan was never late, nor was it ever in foreclosure. XXXX 's dispute results indicated that I should reach out to New Rez regarding the results of this dispute. I call New Rez on XX/XX/2019 and they refused any assistance and advised there was nothing they were willing to do and only offered that I file another dispute which can take up to 30 days. I am in the middle of purchasing a new home and this inaccuracy may cause me to not get the loan I am applying for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85234
Submitted Via: Web
Date Sent: 2019-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I contacted the financial institution to inquire as to why the PMI portion of my loan had not been removed. I was told that the principle had not yet been reduced to 78 % of the original amount of the purchase price. I was told that I could pay the loan down to the 78 % mark or I could simply wait until XX/XX/XXXX and it would reach that point at which time it would be removed automatically. They continue to refuse to remove it. I have spoken to them by phone now on 4 occasions since XXXX. Each individual I have spoken to has told me that it should have automatically been removed in XX/XX/XXXX. Told me to just keep paying the amount due each month and they will get it fixed within 15 days and they will then credit me for the over payment. Now they refuse to remove it unless I pay them {$400.00} for an appraisal using an appraiser of there choice. Something about a disaster declaration in Florida in XXXX. This is complete nonsense. Property values as well sales prices have increased by roughly 35 % since I purchased the home in XXXX in the XXXX XXXX Fl. area. If I chose to sell the home it would list for approximately {$75000.00} more than I paid for it. In addition I paid {$5000.00} less than the appraised value when I bought the home so in actuality I passed the 78 % mark long ago. This is nothing more than a basic scam from a bank with one of the worst reputations in the country. I didn't take the loan out with them to begin with and never would have. Apparently they are a subsidiary New Penn Financial and somehow ended up with the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a HELOC currently service by Shellpoint Mortgage Servicing. I stopped receiving monthly mortgage statements in XXXX of 2019. I could not confirm how they arrived at the mortgage amount due from month to month and the amounts varied greatly even though interest rates have remained fairly stable. Now I see that in XXXX of 2019 they are scheduling to draw over {$4000.00} from my account for my mortgage payment, when last month they took just over {$3300.00}. I do not see how they could be calculating my mortgage correctly when I see a {$700.00} payment swing in my mortgage payment in a stable interest rate environment. I contact them numerous times about not receiving a statement earlier in the year and all they could say was they were having system issues. I highly question the accuracy of their calculation of my monthly mortgage. Please assist me in ensuring that I receive accurate monthly statements to ensure that I know what I have to pay and can understand how my monthly payment can swing by over {$700.00} from one month to other in this stable interest rate environment. Thank you.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33071
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-21
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: in XXXX of 2019 ditech mortgage sold my mortgage of 20 years to new/rez/shell point mortgage .resulting in catastrophic results to my credit scores! Shell point insist they have reported to all of the credit bureaus in which XXXX and XXXX ARE showing up after 3 months ... but as of XX/XX/XXXX XXXX XXXX DOES NOT SHOW A CURRENT MORTGAGE on my account ( Distorting my credit score by 50 points ) ..I have spent hours on the phone with shell point AND XXXX XXXX without a solution to this problem ..i am turning to CFPB as a last resort before retaining Legal counsel.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 77583
Submitted Via: Web
Date Sent: 2019-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our original lender XXXX sold our mortgage on XX/XX/XXXX to New Penn financial, who changed their name to New Rez/Shell point mtg. Since, this happened everything has went down hill. I noticed on our monthly bill statements we were receiving in the mail, that our mortgage was being raised. Each monthly statement it got higher and higher. it went from {$1000.00} to {$1100.00} and this month its {$1200.00}. I called New Rez To figure out their reasoning 's as to why our mortgage kept being raised. New Rez stated it was due to taxes being raised. At which, I called the XXXX county treasurer and they stated that was NOT the case, that our taxes actually went down. Then, I called New Rez back and explained to them our taxes were not raised. So, why was our mortgage raised. then, they state it was due to an escrow shortage that occurred. New Rez states they did escrow analysis in XX/XX/XXXX and it determined the escrow shortages. I was quite shocked, because we didn't receive any written documentation of the escrow analysis or written documentation that there was an escrow shortage. Legally, we were supposed to receive the written analysis, which we did not. now that we did not receive the analysis stating that there was an escrow shortage. Our escrow shortage has grown due to that reasoning. If we would have received documentation stating there was an escrow shortage, we would have been able to prevent our escrow from being at such a high shortage. Now, our escrow shortage is at {$1300.00}. due to the fact that we weren't legally notified of theses escrow shortages and changes, we have a high escrow shortage and higher mortgage. New Rez does not communicate with us. New Rez states they sent out the escrow analysis to us. We did not receive it they then said its online. Doesn't matter it was supposed to be sent to us in writing. The fact that we have to call them, they don't call us. They only send us bills and that is it. Whenever I call asking them to provide proof, such as the analysis, payment history or other documentation they state they will send it to my email. which I confirmed that they had the correct email. I do not receive any emails from them. I then called them back and said I haven't received any emailed from New Rez. I even checked my spam folder ... New Rez stated that they have to have emails approved by supervisors before they are sent out. so, the supervisors must not be approving the documentation. Another, issue we are having is we pay our homeowners insurance New Rez has never paid it. But, yet they will not remove it from the escrow. They said that with an FHA loan it's required that the lender pays homeowners insurance and taxes. No, with an FHA loan it's required to maintain the escrow account. borrowers can not get rid of the escrow account. But, if the borrower wants to pay homeowners insurance that's fine. The lender can maintain the escrow and pay taxes and FHI MI insurance. But, New Rez will not allow this. New rez has been increasing our mortgage to maintain a cushion of {$400.00} that's based off of them paying our homeowners insurance. At which we pay. So, the calculations aren't correct and they will not fix them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2019-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In 2018, my {>= $1,000,000} XXXX XXXX house was foreclosed and sold at auction for a {$130000.00} mortgage debt and I was left with nothing, zero monies. Shellpoint Mtg gave me nothing, NO MONEY, no explanation. Is grand larceny legal in America? Is MURDER LEGAL IN CALIFORNIA? Nobody ( even in the real estate business ), that I have told this story to, has ever heard of these type of violent felonious crimes happening to anyone else. Unfortunately, I am a senior citizen and XXXX victim, and Shellpoint Mortgage Co 's ( in North Carolina ) final action caused me to go into shock and suffer another XXXX. Yes, I was struggling to keep up with my payments, and when Shellpoint Mortgage in North Carolina said they were auctioning my house and would not give me time to sell it myself. I didnt believe that was fair, especially because one often loses 10 %, 20 % or even 30 % of the value in an auction, but given my poor health, I couldn't fight this injustice. Then Shellpoint sold my house and gave me none of my equity, that's over {$1.00} million of grand larceny. Also, shouldn't XXXX victims have more time to relocate, especially when the XXXX was caused by their actions. To further compound this inhumane injustice, my house actually has 40 % more square feet than they advertised at auction and sold my property for. I can forward you emails that I sent ( prior to the auction ) to Shellpoint Mtg., and to their XXXX attorneys, and to XXXX, telling them that if you must sell my house you can not " ILLEGALLY AND FRAUDULENTLY MISREPRESENT THE SQUARE FOOTAGE OF SAID PROPERTY, '' thereby denying me more than 40 % of the value. Unfortunately, all of my retirement nest-egg money was in that {$1.00} million equity. So, they fraudulently sold my house, evicted me, and threw me in the gutter. Now, I am homeless, penniless, and dying on the street. How is that fair and legal? Don't we have any rights in this country. Is Grand larceny legal? Tell me why the MURDER of XXXX senior citizens 's is legal! Don't American citizens and XXXX residents have human rights? Please help! I am desperate and dying. Living in the gutter will kill anyone, but it is especially detrimental to XXXX senior citizens. I will go to a jury trial ( even if they have to carry me in ) and even to the supreme court to right this injustice. Shellpoint is liable for 100 million dollars, obviously they swindled me out of over {$1.00} million of real estate equity, but the further damage to my health and loss of my personal family heirlooms and mementos is priceless. To make anyone endure this barbaric brutality is horrifying and gratuitous torture. SHELLPONT MORT. IS A VICIOUS EVIL TERRORIST CULT! ALL OF THEIR SEDITIOUS MANAGEMENT AND ATTORNEYS MUST BE INCARCERATED! SHELLPOINT MTG. IS AN EXISTENTIAL THREAT TO AMERICA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94941
Submitted Via: Web
Date Sent: 2019-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern, The client XXXX XXXX who is currently being serviced by Shellpoint mortgage is in foreclosure seeking assistance and we feel as though her file is being improperly handled and also not being properly reviewed by the investor for home retention options. The file has been denied for a failed NPV test in which they are setting the NPV guidelines to something no client would be able to match. This client has an absurd interest rate of 12 % and has asked for a reduction in rate if possible along with an extension in terms as the client experienced a loss in income as her hardship and fell behind in her monthly payments to the lender. We are asking the file be reassigned and reassessed as we feel the client does qualify for assistance at this time. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have XXXX XXXX XXXX as my mortgage bank and they sold my mortgage to a shellpoint mortgage Services this company is claiming I im behind in my payments but they don't gave me any prove of the month I im missing every year XXXX XXXX XXXX rise my mortgage saying some kind of adjustment on my scrow that is why my mortgage payment when from XXXX to XXXX but they still claimed I behind this mortgage company is all ready sending me an amount of {$6000.00} I don't know that they are talking about but all ready talking about foreclosure I don't want to Loose my house because of this peoples lies and they all ready send me a a paper saying how much I will pay for every paper or any thing they do with this procese
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2019-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A