Date Received: 2019-06-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: HOME MODIFICATION : NEW PENN Financial New Penn Financial and Shellpoint Mortgage Loan number XXXX -- - I have been battling to save my home since XXXX New Penn is now the owner and Shellpoint services the Mortgage I am in the SO CALLED MODIFICATION process as I have been four times in the past THE ISSUE is they change the program after I make the Modified payment this time its {$10000.00} for three payments- Shellpoint told me one program and New Penn is telling me another program that is not even close IN ADDITION NEW PENN wants me to SIGN a SIX page no disclosure agreement to tell anyone about the arrangement or ever have a suit with them againI am currently waiting on Appeals court in XXXX Mass . I want to know what the REAL MODIFICATION PAYMENTS AND TERMS ARE THEY WILL NOT TELL ME- UNTIL I SIGN THE NO DISCLOSURE AGREEMENT- Foreclousre set for XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80206
Submitted Via: Web
Date Sent: 2019-06-18
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: Our Bi-weekly ACH withdrawal amount increased more than expected and we suspect the escrow analysis was done before we submitted a one time escrow balance due in XX/XX/2019. Although the insurance increased slightly, the numbers do not add up to the overall payment increase.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33185
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I'm a veteran and I have been trying to sell my condo for almost a year now. The price started at {$140000.00} and after months of no interest from potential buyers the price was eventually lowered to {$97000.00}. I finally got a potential buyer who put in an offer for {$82000.00} and after about a month the bank ( Shellpoint Mortgage ) came back and stated that they wanted {$99000.00}. The buyer stayed at the {$82000.00} and after a few more weeks of waiting on the bank to make a decision the buyer lost interest then on XX/XX/2019 the bank said that they would accept {$79000.00} to close the deal. By that time it was too late and we lost the first buyer. Since the bank gave us the bottom line number that they would accept at {$79000.00}, my team lowered the selling price to {$79000.00}. Within 2 weeks we received a full price offer for {$79000.00} and then the bank took about 3 weeks and stated that they now want to get {$95000.00} to close the deal. This is unethical and unprofessional of the bank because they already gave us a bottom line price of {$79000.00}. As a veteran I have been through too much to deal with a bank that is trying to take advantage of me by going back on their original price which we got for them. I just want the bank to give the approval of the sale so that this property can go to someone that actually wants it instead of trying to bully a veteran into going into foreclosure. Any assistance that you can give is appreciated. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60402
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez is a company who has assumed my home mortgage recently from XXXX. I decided to pay my mortgage loan off, Using Newrez website to determine final loan pay off amount on XX/XX/2019 which was {$3600.00}. I arranged for payment through the website and called to confirm that NewRez had received final payment on Friday, XX/XX/2019. Speaking to a representative on phone they had not yet taken payment from my personal XXXX banking account. So I gave her permission over the telephone pay off the loan of {$3600.00} using my XXXX bank account. On Monday, XX/XX/2019 I was notified by XXXX XXXX that there was an issue with my bank account, NewRez had withdrawn the money twice. The first time was on XX/XX/2019 and the second time was on XX/XX/2019. This caused an my XXXX banking account to ended up with {$0.00} in my personal checking account. This has left me with no cash available until my next paycheck. I have called NewRez several times during the week. Initial call was made on Tuesday XX/XX/2019 and after review of my records I was informed they made a mistake by withdrawing the funds twice. They acknowledged my mortgage was paid off on XX/XX/XXXX. As I explained on the phone by withdrawing the {$3600.00} twice they took all the money in my checking account. So I requested NewRez return the {$3600.00} they took out inappropriately after the loan was paid on XX/XX/XXXX. Initially I was told they would return the money in a few days, since then I have contacted them 3 times and explained they were given approval to withdraw {$3600.00} once, not twice. The second withdrawal was not approved. This was taken out after my loan was paid in full. I have been given various answers as to when I would have my money returned. Today XXXX I requested escalation to a supervisor or someone who could solve the problem after telling 3 employees from NewRez I was going into the weekend with no cash in my XXXX bank account because they had withdrawn the {$3600.00} inappropriately. This would cause a hardship leaving me without cash until my next paycheck. Today on Friday XX/XX/2019 the representative by phone tells me it will take 10 days to be reimbursed. In conclusion, my complaint/issue with NewRez is after contacting them about final payment on my mortgage loan and being told they can handle it on the phone they have withdrawn money from my personal checking account 2 times. Friday, XX/XX/2019 {$3600.00} and again on Monday XX/XX/XXXX another {$3600.00} causing my personal XXXX bank account to end up with a balance of {$0.00} and leaving me without cash which is a considerable hardship. There is no reason after the mistake was identified and they acknowledged taking the {$3600.00} ( after my loan was paid in full ) the money has not been returned. In today 's electronic banking world this could have easily been accomplished within a 24-hour timeframe. NewRez should not have withdrawn money from my personal checking account after the loan was paid off.
Company Response: Company believes the complaint is the result of a misunderstanding
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have complained and complained about NewRez/Shellpointe Mortgage Servicing. All you do is tell them my complaint, and they send you some pathetic response, and that's it. Nothing changes. They are pathetic, and so are you, in reality. This is not a " consumer protection '' bureau at all. But here 's my new complaint, even though I know it won't do any good. I have been trying for the entire time I've been dealing with this company to do a loan assumption. They have lied and wasted vast quantities of time, over and over again. None of them know what they are doing. They all lie and are completely incompetent, it is pathetic. I can't see how the company makes any money at all. It is fascinating. So they finally claimed that they had hired an FHA approved underwriter or something. Which is probably a lie. But they told me after months of lies and stalling that they finally had the personnel available to do the loan assumption. So they sent me the forms to fill out and told me all the stuff to send it. Right there on their own paperwork, it says that they will complete the whole loan assumption decision making progress within one month of receiving the paperwork. Do you think they did that? No, they did not. Do you think I honestly expected them to? Of course not. I sent them everything they asked for and more. It was sent USPS Certified Mail, signature required. I have their signature and proof of them receiving the information. They can not claim they did not receive it. But here 's where it gets interesting. They lie and fail to communicate with me, week after week and month after month. They change personnel constantly. I can never get ahold of anyone that is supposed to help me. But out of the blue, a week after they receive the paperwork, they call me. I couldn't believe it. But they called me. They now claimed that some " 3rd party '' had been contracted to handle the loan assumption. This was news to me. The lies they previously told me were that they had to hire their own internal people. But okay, new lies. New stuff. The guy that called me swore up and down that the third party would be calling me before that week ended. Well, they received the paperwork on XX/XX/2019. The guy called me, I think, on XX/XX/2019. Guess what? It is now XX/XX/XXXX as I'm typing this complaint. No one ever called. No one has returned my calls as I've tried to find out what is going on. No NewRez/Shellpointe person has called me. No " 3rd party '' has called me. Is there really a 3rd party? Or is it just another lie? Did I spend tons of money on copying and mailing to just waste my time once again? Will this pathetic company ever do anything they are supposed to do? I'm attaching the USPS receipts, just in case these pathetic people try to claim they never received the paperwork. Of course, they gave up that game when they called me and told me that some " 3rd party '' would be contacting me about the paperwork, anyway. But just in case, I'm attaching it. I'm waiting now on pins and needles to read the pathetic response they are going to give to this complaint. What a waste of time. You should all be ashamed of yourselves.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2019-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, we entered into an agreement with our mortgage company, XX/XX/XXXX ( XXXX XXXX ) to begin a three-month forbearance on our mortgage due to Hurricane Irma ( XX/XX/XXXX ). We signed a Mortgage modification agreement with XX/XX/XXXX that changed our mortgage payment from {$2500.00} to {$2700.00} and extended the maturity date from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. On XX/XX/XXXX, XX/XX/XXXX sold our load to Shellpoint mortgage. Shellpoint immediately placed our account in loss mitigation and began charging late fees for what they disingenuously interpreted as three unpaid months. This was a clear violation of the modified mortgage dated XXXX XX/XX/XXXX ( MERs No : XXXX ) sold to Shellpoint. In XX/XX/XXXX, Shellpoint reported to the credit agencies we are over 180 past due and owed {$34000.00}. This is an injurious falsehood that may have been perpetrated to pressure us into signing a document against our best interests. As a XXXX XXXX XXXX XXXX XXXX and my wife a XXXX XXXX, an erroneous entry into our credit reports not only threatens our ability to acquire credit, but also our security clearances and therefore our livelihoods. Shellpoint appears to be attempting to bully us signing a new document to our detriment. When Shellpoint acquired our principle was approximately {$410000.00}. Shellpoint is now proposing a new modification a year later with a principle of {$420000.00}. Despite not missing or being late of a single payment, Shellpoint sees fit to charge us at a minimum an addition {$7000.00}. We consider this a very serious matter and a fundamental violation of consumer rights and protections
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33596
Submitted Via: Web
Date Sent: 2019-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing Company has been unable to resolve this issue for about 5 years. They say I'm behind on mortgage payment ; I have sent them proof of payments, copies of cancelled checks for the past 5 years and have called them but they have not reconciled their data. They are unable to tell me when was the original date they claim I missed the payment. I have stopped calling them because it is a waste of time. I get bounced from one person to another with no resolution. They keep asking me to send more paperwork which I have faxed, sent by registered mailed, etc. In the meantime, they keep adding fees because they say I have not paid the total amount to bring the loan current. They are not applying my payments to the loan and hold it for 3 months before it is applied as paid. On the last invoice they added {$320.00} to the amount due for escrow ( taxes and Insurance ). There should not be an escrow account on my loan because I pay for the Taxes and the Insurance ( always have ) .I have sent them proof of that but again they are unable to keep their records straight.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33428
Submitted Via: Web
Date Sent: 2019-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-14
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Please know I take my home responsibility very serious. This is the house that we built. We worked very hard to get it. it Keeps us safe from the storm our safe heaven My mother, my sister, my daughters, my sons, my grandchildren and future. My husband. We cant take it with us but you want take it from us! My complaint is my mortgage is a fraud, This is the 3rd time Ive asked for Shellpoint to provided me with legal documents that shows Shellpoint Mortgage Servicing has legal rights to service and legal standing to foreclose on my home. A welcome letter is not a legal document. The XXXX XXXX XXXX website : XXXX XXXX XXXX indicates XXXX XXXX XXXX XXXX as the servicer. MIN : status inactive. Investor : XXXX XXXX XXXX XXXX XXXX XXXX. No mention of Shellpoint Mortgage Servicing at all. An incomplete audit was given, in Shellpoint words " an accounting of funds ''. It is necessary for Shellpoint to provided a full securitization of the loan from the time it closed to the time it entered into Trust. Also a complete XXXX analysis Reports of the entire loan. I demand Shellpoint Mortgage Servicing to cease and dismiss all action on my home. And furthermore prove in their words " Shellpoint is not the owner of the debt and is servicing the debt pursuant to the loan agreement and applicable law '' By what law does Shellpoint have the authority to service my loan and the legal standing right to threaten foreclose? For the ones who are working for this Company this is not your fight. These are people homes who have worked hard its been enough people don't want to see us get ahead but than they use you to do the dirty work. we are talking about mothers, fathers, grandparents, children and other relatives. Why are we letting them take for us. This property have been paid for and the investor have received their share. Shellpoint please provided the full account of the loan. The copy of an The Assignment of Mortgage provided by Shellpoint is also a fraud it consist of robo signing which is illegal especially in a court of law. Name Examples : XXXX XXXX and XXXX XXXX they don't exist. Refer to Website : XXXX XXXX XXXX no seal of acknowledgement was attached to the Assignment. They also filed the paperwork a year after the Notary Commission had expired. It to many variables which cause this loan to be a fraud. Note on Attached Documents Description of property on pg. 3 of 18 located in XXXX XXXX county. We reside in XXXX XXXX XXXX County Quick Claim Deed. Forged ignatures and why would be both need a quick claim deed if the home is in both XXXX XXXX and XXXX XXXX 2 Different Mortgage Satisfication 1 witness signature. Just to name a few. Keep looking you'll find others to many to list. I warrant and will defend the title to my property against all claims and demand to any encumbrance of demand.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34761
Submitted Via: Web
Date Sent: 2019-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we did an annual check of our credit rating with the three major credit bureaus. We have a first and second mortgage with XXXX XXXX XXXX. We have make regular payments on or before each due date for both the first and second mortgage. While reviewing the credit report, we were astonished to see that our first mortgage had been sold by XXXX XXXX XXXX to a company we had never heard of, Shellpoint. As we continued to read, Shellpoint had placed our account/home in foreclosure claiming we were late more than 180 days in payments. We have never received any notice of late payment nor had we been contacted within the 15-day federally mandated time frame that our mortgage had been sold and purchased ; neither Bank/Mortgage servicing company failed to follow federal banking guidelines/laws. The following information and timeline shows twice that Shellpoint has failed to work with us in a timely, open format and is stonewalling us in order to sell our home from under us. We did nothing wrong and are being victimized by XXXX XXXX XXXX and the Shellpoint mortgage servicing company. We have worked for over a year trying to correct this issue ( caused by the XXXX XXXX XXXX and Shellpoint ). This complaint will likely not stop the sale of our home out from under us, and it will result in litigation with both companies. XX/XX/XXXX we contacted XXXX XXXX XXXX concerning the missing payments. We were instructed to overnight bank statements showing the canceled checks of each mortgage payment that XXXX XXXX XXXX said we didn't send. On XX/XX/XXXX we contacted Shellpoint for the first time. We were directed to XXXX XXXX as our point of contact. She confirmed that Shellpoint indeed had purchased the mortgage from XXXX XXXX XXXX and had no idea why we were in foreclosure status. She indicated an audit would need to take place taking up to 7 business days. On XX/XX/XXXX we called XXXX XXXX XXXX and spoke with XXXX who stated our mortgage was paid and current but there were problems. She said she would send us a packet of paperwork that we needed to fill out and send back. On XX/XX/XXXX we contacted Shellpoint and spoke with XXXX who indicated that the mortgage was purchased in foreclosure status. She requested information from XXXX XXXX XXXX and that she would contact us no later than XX/XX/XXXX. XX/XX/XXXX we contacted Shellpoint and spoke with XXXX who said paperwork arrived from XXXX XXXX XXXX but they needed an additional 72 hours to look it over. XX/XX/XXXX we received claim paperwork from XXXX XXXX XXXX, filled it out, added copies of check and bank statements. Due to the lateness of the day, the paperwork had to be mailed the next day. XX/XX/XXXX we called XXXX at XXXX XXXX XXXX who confirmed they received our paperwork and they she would look at the claim next week. XX/XX/XXXX. We contacted XXXX at Shellpoint who indicated they are still comparing their records to XXXX XXXX XXXX records. They asked for additional bank statements and duplicates. They will send us a form to fill out and return with our documents. XX/XX/XXXX. We contacted XXXX at XXXX XXXX XXXX for an update. She claimed she was still working on the issue. She stated that she should have things cleared up by the end of the coming week. XX/XX/XXXX We received a packet from Shellpoint. We signed papers, added duplicate copies of checks and bank statements and mailed the documents priority mail same day. XX/XX/XXXX we called XXXX at XXXX XXXX XXXX, they have no further information for us and said to call back Monday. XX/XX/XXXX we called XXXX at Shellpoint. She indicated the papers arrived and she is going over them and said to call next week. XX/XX/XXXX called XXXX XXXX XXXX. XXXX indicated we are not in foreclosure. She found the problem, she is crediting our payments onto our first mortgage. She will send a letter and documentation to Shellpiont to fix the loan status of foreclosure. XX/XX/XXXX called XXXX at Shellpoint, relayed the info from the conversation with XXXX at XXXX XXXX XXXX. XXXX told us to call back Thursday after she could be sure the letters and payments arrived. XX/XX/XXXX. Called XXXX at Shellpoint. She received a letter from XXXX XXXX XXXX and would review it with her supervisor. She told us to call Monday and confirm that our account would be credited with payments that had previously and erroneously been thought to be missing. XX/XX/XXXX. called XXXX at Shellpoint. She stated everything was fixed and back to normal. They would send out an updated payment voucher and we would be ready to go for the XX/XX/XXXX regular payment date. As stated previously, both XXXX XXXX XXXX and Shellpoint failed to notify us of the sale/purchase of the first mortgage. Jumping ahead in the timeline, oddly enough, in XX/XX/XXXX we were notified our second mortgage with XXXX XXXX XXXX had ben sold to XXXX XXXX XXXX. We were notified by both companies the second mortgage had been sold/purchased. Why didn't this happen with our first mortgage? The non-notification by both XXXX XXXX XXXX and Shellpoint is what caused a significant portion of the current issue. However, the problem was not even close to being solved! On XX/XX/XXXX we discovered foreclosure papers from the city & county we live in stating our home will be sold XX/XX/XXXX. We instinctively called Shellpoint and spoke to XXXX. She claimed to take down our information/complaint. She told us she had some intake questions about income and household bills. She told us that the only way to stop the sale of the home was to go through loan mitigation. We filed a form 4506T, sent a current pay stubs, second mortgage company info etc. All forms were to be signed and dated and uploaded to the Shellpoint website. This was all the help she offered. XX/XX/XXXX we contacted Shellpoint who indicated they had received a request for modification but that the forms were inaccurately filled out. She said they needed a physical signature, signed and dated and needed 30 days proof of income from both occupants of the home. XXXX stated she had issues formatting some of the documents, we don't know what that means. XX/XX/XXXX XXXX we contacted Shellpoint who indicated that they only received the 4506T and Dodd-Frank certification form. They claimed there are additional forms missing. XXXX did not provide the address of where the documents were to be sent nor did she provide information as to how Shellpoint wanted the information XX/XX/XXXX XXXX we contacted Shellpoint asking where to send the documents. We were then told Shellplint Mortgage Servicing XXXX XXXX XXXX XXXX, SC XXXX. All requested documents were sent overnight mail. XX/XX/XXXX. Called Shellpoint who confirmed the documents were at their local post office waiting to be picked up. XX/XX/XXXX XXXX indicated it would take 48 hours to upload the documents into Shellpoint 's system. XX/XX/XXXX called Shellpoint who indicated there were minor errors in the document that needed to be fixed and then sent overnight mail. XX/XX/XXXX called Shellpoint only to get voicemail. Contacted them via email. They stated that they needed hardship papers to be sent. Over the next 8 days we tried to contact Shellpoint via telephone and had no luck. We emailed and got sporadic responses. XX/XX/XXXX. We were notified by Shellpoint that our case is sitting at underwriting. With less than 3 days to the sale of our home, I have zero confidence that Shellpoint will come through and correct the problem they created. At this point I am nearly resigned to the fact that although we have not missed a payment AND CAN PROVE IT, we'll still lose our home that we've been in for almost 14 years. We want to sue both XXXX XXXX XXXX and Shellpoint for negligence, communications fraud, pain, suffering and harm to our credit for their failure to follow banking laws and guidelines.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84074
Submitted Via: Web
Date Sent: 2019-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez became our mortgage servicer a few months ago ( XXXX XXXX was the original servicer ), and they placed insurance on the property because they did not secure proper documentation from XXXX XXXX indicating that we already had that. Once they informed us, we quickly sent them the necessary information. On XX/XX/XXXX, we have a letter from new Rez indicating that we had successfully proven our insurance coverage on the property and the lender placed insurance was removed. On our XXXX mortgage statement, we observed the cost of the lender placed insurance along with a refund for that amount in full on XX/XX/XXXX, indicating indeed that our lender placed insurance was removed. Nonetheless, our mortgage payments went up as a result. I called customer service and they told me that our escrow balance was indicating a shortage because of that lender placed insurance so I had to request an escrow analysis. I did so in the beginning of XXXX. They told me it could take up to 2 weeks for the analysis to be done but once it was, the payment should revert back to the original amount. It has still not reverted despite numerous attempts to call and email them. I called customer service, got bounced around a lot on the phone with no one able to provide any semblance of an explanation for why the payments were still high. On my last call, the representative told me that the lender placed insurance was still indicated on my loan, even though they had sent me a letter 60 days prior saying it was removed. I emailed loan servicing and got no response ( now 8 days ago ). Meanwhile, my payment has still not been adjusted, so they are stealing money each month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A