Date Received: 2019-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX gave a loan modification taking me to court or I signed their paper against my will but if I did I loos the house so they force me too they stoled all my loan modification 3 payments argument was they used for fraudulent thing like pay for some one to watch my house wen I was living in it ... or some other expenses they invented now days they keep talking about been late in my mortgage payments 3 months into the loan modification they claimed its the scrow payments started to change but the truth is that they adjusted every time the scrow changes they keep talking about a bankruptcy but no prove lies and fraudalent is their way every time I complain they send a lawyer they have to intimidate me costumer service won't help but their lawyers will not they send me a letter last week about mortgage been sold to a different bank claiming that I did a bankruptcy no prove but a lot of fraud going on between XXXX XXXX XXXX and shellpoint mortgage services
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2019-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an investment property loan that is serviced by a company named Shellpoint Mortgage Servicing. Shellpoint frequently sends me letters requesting evidence of insurance for the properties covered by the loan. Each time I receive the letter, I immediately notify my insurance agent and request they provide Shellpoint evidence of insurance. There have been several instances where evidence of insurance has been provided to Shellpoint, and I am still unfairly charged for a lender placed policy, and I have evidence of this in case you would like to review it. I spend a substantial amount of time on the phone with Shellpoint customer service, trying to prevent them from unfairly charging me for lender placed policies. I feel that they send these letters requesting evidence of insurance very frequently and often do not correctly process the evidence of insurance when it is provided so they can earn extra revenue from lender placed policies. It is undoubtedly a shady practice that should be more closely regulated.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2019-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez recently took over XXXX XXXX. They did an escrow analysis on XX/XX/XXXX, and I had a surplus of {$1100.00} which they sent me a check for. However, in that same analysis, they increased my payment from {$1700.00} to {$1800.00}. That made no sense, but I accepted this. Then, not even a month later, they did another escrow analysis on XX/XX/XXXX in which they stated my monthly PMI payment of {$80.00} which they always have and is the correct, normal amount. But then they also have a new " USDA Rural Housing '' line that is a 1-time payment in XX/XX/XXXX for {$970.00}. I have a USDA loan, but I have no annual item due to them, only the monthly PMI. If you were to divide $ XXXX/12 months, you would find that the answer is {$80.00}, which is my monthly PMI. So they are anticipating my PMI on a monthly basis, then charging my escrow account once per annum, in affect anticipating it twice. This caused a shortage, of course, and my payment has jumped to {$1900.00} when NOTHING has changed. So for 2 months ( XXXX and XXXX ) I've paid an overage of {$120.00}. I called NewRez 4 times over the past 3 months to get another analysis done because they made an error, and I was told several answers : It was part of my property tax ( incorrect ), it was part of a USDA tax ( no such thing ), I was told it would be done within a week and that person would call me to follow up ( that never happened, nor did I receive a call ), and I also got forwarded to a supervisor at my request which went straight to a voicemail that was full and couldn't receive messaged and then hung up on. This was after waiting 45min for the customer service rep to answer in the first place. This company is awful and should not be able to hold my money XXXX for months ( or a year ) at a time for their mistake
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2019-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sometime in XX/XX/XXXX our mortgage was sold to New Penn Financial. In XX/XX/XXXX New Penn changed their name to New Rez. We received a check in the mail from them for nearly {$4000.00} which we thought was in error. When we called them they said there was no error and that this was a return balance of our escrow account from over-payment of our property taxes. We asked if we could return the balance to our escrow account for use the following year or if this was determined to be an error later on and they refused. Then they reduced our mortgage payment from {$1900.00} a month to {$1600.00} a month for reasons we did not know. Suddenly in XX/XX/XXXX, our mortgage payment was increased to {$2400.00} per month. When we called New Rez to find out why they said it was because we had a negative balance in our escrow account because they should NOT have refunded us the escrow balance from XXXXXX/XX/XXXX which was in fact an error. We are now stuck trying to repay the balance we previously had in the account over the next 12-24 months. Our mortgage is being mismanaged by New Rez and everyone I have spoken to there is not knowledgeable about how to manage mortgage or escrow accounts. The uncertainty with our mortgage and our monthly payments which now change with every statement have made financial planning very difficult. I was told my only recourse was to report them to the federal government since we have no control over who our mortgage gets sold and transferred to even if it becomes mismanaged. Just as someone selects what bank handles their money, we should be able to select who services our mortgage to avoid situations like this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19125
Submitted Via: Web
Date Sent: 2019-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, I was approached by " XXXX XXXX XXXX XXXX '' about being approved for a home equity loan on my property in XXXX, Ohio. It was my parents home and my name was never on the title to the property. Never the less, I was approved for a XXXX loan ( I don't even remember getting that much ) Shortly there, the loan was transferred to " XXXX XXXX '' who ended up going bankrupt. They then put me on a forebearance plan. Then it was transferred to " XXXX XXXX '', then XXXX now, it is with Shellpoint Mortgage Servicing. The loan was predatory in the first place, I should never been given that type of a loan, the way my financial situation was, then and now. I am currently in foreclosure and don't know what to do. Also, at the end of XXXX, the XXXX county auditors did an appraisal on all the property in the county. My house was determined to be only XXXX and the mortgage company is saying I owe them XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44105
Submitted Via: Web
Date Sent: 2019-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have requested multiple times that that Shellpoint report my tradeline to the credit agencies. It refuses to do so based on the fact that I filed a Chapter XXXX in XX/XX/XXXX. At that time my lender was XXXX XXXXXXXX XXXX. I reaffirmed my property and continued to pay my mortgage to XXXX XXXXXXXX XXXX. In XX/XX/XXXX I filed a Chapter XXXX. My mortgage WAS NOT included in the Chapter XXXX. XXXX XXXX XXXX appeared at the hearing and did not dispute the filing of the Chapter XXXX. XXXX XXXX XXXX then sold my loan to Shellpoint mortgage in or about XX/XX/XXXX. I continued to make my mortgage payments to Shellpoint since that time. I am now discharged from the Chapter XXXX and I have submitted to Shellpoint my final accounting from the Trustee that shows my mortgage was not a part of the filing. Shellpoint refuses to report my credit history stating that I never reaffirmed from the Chapter XXXX filing. I have been paying my mortgage to Shellpoint for five years. Shellpoint has also approved me for a loan modification in XX/XX/XXXX which I refused. As such my mortgage payment is officially reaffirmed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019, I received notice from my insurance company ( XXXX XXXX XXXX ) that my insurance payment due from my mortgage company was past due in the amount of {$990.00}. I then tried to call NewRez - my mortgage lender who had recently bought my loan from XXXX XXXX. In trying to call NewRez, I " experienced '' their VRU phone menu for the first time. It took me over a half hour to talk to a person, after getting hung up on 3+ times in multiple different transfers. When I finally talked to an agent and they tried to transfer me to the Insurance department, I was hung up on again. When I did finally talk to someone, I was put on hold for over 30 minutes and no one ever came back to get me off hold. I can not believe that this company is allowed to function as a company when they can't even figure out how to answer a phone call. I am so frustrated that I had no choice in who my mortgage was being sold to and that I have no choice to move my mortgage away from NewRez - a company whom I did not select. I should have a means of moving my mortgage to a company that I choose to work with without having to refinance. Companies that can not execute on the basic functionality of answering the phone and talking to a customer should be shut down.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 23229
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I do not know where to turn, I am a XXXX mom of XXXX girls and this was our dream to have a home of our own home, especially after being a 24 year verbally abusive marriage. This was amazing to have a home to come home to where we were not walking on eggshells and not filled with anger and putdowns. Everything was great until last year when the hurricane hit south Florida, my original mortgage company XXXX XXXX told me I didnt have to make 3 payments because of my hardship of having my own business and not being able to work for weeks afterwards. My home had extensive damage with it leaking all throughout the house. They told me they would just add the three payments to the end of my 30 year loan and I agreed. Somehow through all this mess my bank ended up sending them 2 of the three payments and I figured I would struggle somehow and at least I wouldnt owe as much. A few months later my mortgage company sold to Shell point, I never received a letter and so I kept sending my payments to XXXX XXXX. When all of a sudden Shell Point calls me and tells me I am in pre foreclosure They tell me that I am 3 months in the Rears. I'm floored and say what are you talking about who are you? As I didn't even know who they were. They tell me they're my new mortgage company and that they haven't received two months of my payments and that I'm 1 month behind from XXXX XXXX. I tried to explain to them that I had a forbearance with XXXX XXXX for the one month and then I'm current in my mortgage payments and I could prove it because my bank sends it straight to XXXX XXXX. They tell me that they don't believe me and they are going through with a pre-foreclosure. I go to the bank and I get all of the copies of my checks and I paid to XXXX XXXX and tell Shellpoint that they should fight with XXXX XXXX because I already paid my payments. I tell that I only owe one payment and that is in deference at the end of my 30-year loan which XXXX XXXX originally told me. Shell Point comes back and says we don't care, you're still in default of your loan because you owe that one payment. So, I am basically XXXX at this point as I dont want this on my credit so I made arrangements with a lady named XXXX XXXX to make extra monthly payments to pay off that 1 mortgage payment that obviously was never deferred or if it was, Shell Point was not going to honor it. Again this was another hardship for me having to pay an extra {$170.00} a month on top of having to already paid out two payments at once to Guaranteed Rate. In the meantime in between all of this, I have not received any money from my insurance company for the damages even after getting an adjuster. I now had to get an attorney to sue my insurance company for my money to fix my roof which was still leaking in multiple places in my house. When we finally got the money from my insurance company the check was made out to me, the attorneys and my new mortgage company Shell Point. Shell Point held my money in hostage and said they needed to send out their inspectors to make sure the work was done. I had borrowed money to fix my roof prior as I didn't want to have mold in my home, I just needed to be done and finished. I said fine, come and inspect it because everything is done and I need my money. They took weeks to get their inspectors out here and twice I took off of work and lost money and their inspector never showed up. They never really cared about this when I complained, they acted like it was nothing and for me, this was a whole other hardship. When their adjuster finally came out and saw that everything was done, she sent a report back saying so. Yet still, Shellpoint held onto my money saying now because my loan was still technically in default they were not going to release my money. So yet again I had to borrow money to pay off that one loan payment to make my loan was now current which I did. It still took them another 4 weeks to give me my money from the insurance company. When I thought all of this was behind me they now called me yet again and told me I was in default because my mortgage payment went up. When I asked why they told me because I had no insurance on my home or there was a lapse of insurance on my home. I told them I could prove that there was never a lapse of insurance and called my insurance adjuster and had him sent over a paper stating that I was current and there was never a lapse in my homeowner 's insurance. They somehow lost my paperwork so I had to send another letter stating the same thing. They never got that one as well and it seemed like everyone I talked to didn't know what the other hand was doing, there was never any notes in my file and no one would ever email me the discussions that we had previously. Again I emailed them all the information they needed about my having insurance but in the meantime, I had to pay them the difference of them putting their own insurance on my mortgage because yet again they screwed up. I ended up paying them because time was going by and I was still looking like I was in default. I'm proud to say I have a XXXX credit score and I didn't want a default payment on my credit so again I had to come up with the extra money to be able to pay this difference. They said that they would credit my account the money that I had already paid out for their mistake. The latest XXXX up with them, is yet again they held my payment and said it wasn't a full payment and it was because my mortgage payment went up again. When I asked for a payment history they sent me one and I sent it to my mortgage broker friend who got me the loan in the first place. She has been in the business for the last 35 years and could not understand what was going on in this document. She was confused as I am with all they have done. She is the one who told me to write to you and see if there was anything you can do about it. I would refinance but then I would have to come up with the closing cost which I can not afford again. It took me years working two jobs to get the money to buy this home in the first place and I dont feel I should have to be punished for having this horrible mortgage company. It seems like every single month there is something else going on and I am always behind, even though I have never had any problem like this with XXXX XXXX in all the years I was with them. Every month Shell Point seems to call me and tell me there's a shortage, telling me I'm in default yet again. I've never been late as the bank automatically sends out my payments to them and I was never late in all the years I was with XXXX XXXX. I'm a XXXX mom with my own business, I have enough stress in my life without having to worry about my mortgage company calling me every month with some XXXX like they come up with. I would really like to refinance and get a new loan but I can not afford to so I am asking if I can get out of this mortgage company because of the lack of professionalism and the fact that they are in a class action lawsuit for XXXX people over like me. I would be happy to send you all of the documents I have between my attorneys and them trying to get my money and the paperwork saying that I never had insurance and all the other documents. I'm begging you to please help me get out of this mortgage company. I had been in the real estate business for the last 35 years and this is the worst mortgage company I've ever seen. Every month my XXXX XXXX goes up and I want to scream, I could understand if I wasn't paying my bills but to have to take two hours out of my day, losing money to have to deal with this every month it's just making me sick, literally. If you can help me I would so appreciate it. I thought by buying my home I would have a piece of mind but this is really making me crazy anything you can do would be greatly appreciated.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33026
Submitted Via: Web
Date Sent: 2019-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Amount deducted from escrow account for property tax payment is different to the amount actually paid to Tax Collector. Lender stated on prior complaint 's response letter that they needed until XX/XX/19 to resolve the issue. Deadline has passed and lender has not resolved the issue. Escrow account still shows incorrect amount of payment made to Tax Collector for property tax and it has not been credited for the difference, {$660.00}.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since I emailed the following, Ive spoken to lender. Per point of contact, they refuse to negotiate on the interest rate. If they would lower the interest rate, it would be more in line with what I was told before applying for remodification, and more affordable.
From : XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 243XX
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A