Date Received: 2019-05-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I started when I was laid-off back on XX/XX/2018. I got behind a couple of months. I paid one month when I received my tax return. I applied for a modification with XXXX which was my Mortgage Company. They denied me the loan mod. due to unemployment was not considered an income. I found a job in XX/XX/2018. I applied for the loan mod. again resubmitting documentations and application along with pay stubs. I was able to make one payment. XXXX would repeatedly state that they never got all my paperwork send it again. Then one day they told me my loan was being sold and they had all my documents and they would transfer my docs to my new Lender Shellpoint. it took a month for me to finally get my transfer completed. Shellpoint stated that they did not receive any documents from XXXX and I would need to start the process over again to get a loan modification with them. So I asked if I could make at least make a payment and they stated no not at this time they would need at least {$5000.00}. So I begin to scan my mod. application and all the documents they requested. and again they would state they never received or they would request that it should be sent a certain way. When I started getting the run around again around back in XX/XX/2018. I decided to seek help. So I hired a Law Firm needless to say it still was no help everything I submitted to the Law firm and cc Shellpoint documents was still incomplete the Law firm was upset as well. I just don't understand now I'm paying a Law firm when I should be paying my mortgage. I'm so upset I can't sleep at night I work and I have a business which is suffering as well. When I could be thriving in my business if it wasn't for this foreclosure hanging over my head. I have a license Group home that I can have provide services for the Elderly and XXXX adults to live in family environment instead of nursing home. I have a Provider and medicaid number I can bill their insurance companies for the services that we provide. But unfortunately I had to return my Residents in fear that I will be foreclosed. Shellpoint Mortgage is not letting me make payments by giving me the chance to modify my loan and keep my home. I don't know if the Law firm is in on it as well. This is not fair for hard working families. I have all the emails and documents that was faxed and scanned to XXXX, Shellpoint and Attorney 's office. I have answered every request the Attorney 's office only calls me back when I call them for updates. and when I receive mail from Shellpoint 's Attorney I immediately update the Attorney. Please help this so frustrating!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34759
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint mortgage is a horrid company which lacks structure or ethics. This is part two of my original complaint. The first time, my account was setup on autopay. The account never drafted the subsequent payments, athough the first two payments drafted fine. After a lengthy phone call and being told they could not understand the problem, I was told everything was fine and my account was current. Then I received a letter today, XX/XX/XXXX, statiny my account is past due and they will begin to accelerate my loan. Again, this is unbelievable since I have made multiple phone calls and received emails and spoke to representatives. I was told I am 100 % up to date, and my issue has been resolved. I believe this to be either incompetence or retalitory, as I am refinancing my home and Shellpoint will lose this mortgage. Not only did I pay everything at one time, I followed up to ensure that the XXXX autopay draft took- it did, and my account showed up to date and additional principal payments applied. NOW they state they will begin to accelerate my loan AND that I owe {$130.00} in fees- or I'm not even sure what. Then, they misplace several payments, and send me three pages that made no sense explaining where everything went. How is this company permitted to stay in business? They are predatory, unethical and incompetent. I have never paid a mortgage payment late, and I have multiple mortgages. This is the ONLY company i have ever had an issue with, and they should be shut down for fake fees and misappropriation. Attached find the documentation, sent to me five months after they took over my loan, and now are charging me fees and threatening me when they clearly have made these mistakes as shown by the ridiculous transfer of my funds all over the place. I also tried logging into the site on XX/XX/XXXX, and the server was down and I could not get in. I then tried the phone number of XXXX and was told that nobody could help me, I had " just missed them '' even though it was inside the business hours printed on the default and intent to accelerate notice.
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: 85254
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I sent a check totaling {$150.00} to pay for the cost of a Brokers Price Opinion as instructed in the letter received from my mortgage loan services ( NewRez LLC ). The check included the required notation instructed in the letter Funds are for the BPO fee required to proceed with a loan review for PMI cancellation. My check was received and erroneously posted to my account on XX/XX/XXXX as a partial principal payment instead of its intended payment for the cost of a Brokers Price Opinion. The Brokers Price Opinion was never ordered despite my explicit instructions and timely payment. I have been charged another month in PMI, and will likely be charged again next month as I have been told by the NewRez LLC customer service agent - XXXX XXXX - that the process to reclassify a payment can take 3-5 days. She has refused to transfer my call to a supervisor or to anyone who is able to expedite the reclassification, not willing to provide any contact information so I can follow up to ensure this is taken care of correctly. I asked repeatedly for a contact with whom to raise a complaint and this request was also refused.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home in XX/XX/2018 and have had issues with Shellpoint since. They paid my towns taxes 3 months late to start and had issues locating the check once it was supposedly paid. Most recently we refinanced with another financial institution and when issued our escrow refund, we were shorted {$100.00}. When questioned where my {$100.00} was, no one could tell me. 3 weeks later and they still can not figure out why the money was taken from my escrow. I also received a certified letter in the mail this weekend which was supposed to include my payment history, instead it included a different person 's entire loan summary. This is a huge privacy violation and I am also concerned that my information was sent to someone else.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2019-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan has been sold 4 times, everytime I call they provide me different information. I have submited 3 packages for modification and the investor has denied every one of them. I have provided pay stubs and spreed sheets to prove I can afford to make my payment. I was capture in XXXX with my XXXX XXXX team I was dress as a civilian, I am a XXXX agent. They torture me and beat me every day. They dislocated my two XXXX I had two XXXX they requested a ransom XXXX to let me go my family sold everything, my brothers and sistets put the rest of the money to pay the ransom. I was captured XX/XX/2017 for 9 months. After came back I had a XXXX XXXX. That's why I am 26 months behind. I started a technical consulting company XX/XX/XXXX and producing income. However Shellpoint and this investor dont want to help us to get a modification. Even when they are seen my income. We dont have nowhere to go my baby daughter just had a XXXX in her two XXXX the recovery will take 7 months and then therapy. Please help us save our home I have gave my life for country now I need my country to help me. I have a derail hardship letter, badge and deployment orders please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am POA and son of my mother and this complaint is about the reckless disregard Shell Point Mortgage services acted during my mother 's loan and during the closing process to buy out her debt. I filed a claim with the state attorney general of Colorado as well as the XXXX of XXXX SC. During the closing they asked for 3 months of interest 177days with out explanation as to why then need more than most banks of 30-90days. I could not nor could XXXX XXXX the loan company buying out the loan get Shell Point to explain this. Also the phone numbers they provided had their mail boxes full so you could not leave a message. they sent 3 registered letters with the same information that did not explain what was asked. They claimed to not to be able to get a hold of my mother or I and that my voice mail was full which it not true or accurate. I sent them 4 copies of my POA they claimed they never got. They made an extra {$1400.00} by manipulating the principal and interest claiming we had paid 3 payments to principal and not to interest. Which is not true. Because that's all my mother has paid since 2007 on this 13 % interest where only {$30.00} dollars went to principal a month. They now claim they did make a mistake and owe her {$37.00}, but they owe her more. They refused to send me her loan agreement. I feel what they've done to my XXXX old mother is fraud. and I would like your help.I can provide payment records and my correspondences with the bank Shell Points mailing address and her Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, SC XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2019-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: A couple years ago I had a dispute with this same company and it was removed from my credit report. Here it is again. Chapter XXXX Bankruptcy Discharge XX/XX/XXXX NewRes-Shell Point bought the debt after the Bankrupt discharge have were trying to collect as late as XX/XX/XXXX Why is this back on my credit report? The property this 2nd lien was attached to was XXXX XXXX XXXX , XXXX XXXX, XXXX XXXX, NV
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89113
Submitted Via: Web
Date Sent: 2019-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I really need your help urgently. In the nutshell, I obtained a mortgage from XXXX that was transferred to Shellpoint Mortgage Servicing/NewRez LLC. In total, I made four payments : one to XXXX and thee to Shellpoint Servicing on time according to their statements. On XX/XX/XXXX I noticed incorrect principal balance that did not reflect all payments that I made. I have called multiple times with follow ups to fix this issue and as of today, XX/XX/XXXX all my payments got removed from my payment history, I got late charge fee assessed and my principal balance got increased as if I made zero payments. I need help to resolve this ASAP. I have a closing on Monday, XX/XX/XXXX to payoff this loan in full, but I cant due to my payments not being applied. It seems that no one in Shellpoint Servicing is willing or want to help. Today, when I called again to Shellpoint Servicing, Customer Care Representative XXXX XXXX ext XXXX, has repeated the same thing as other reps before, that they are working on this issue. Here is a full details info : 1 ) I obtained a conventional mortgage from XXXX ( NMLS XXXX ) in XX/XX/XXXX for {$390000.00}. 2 ) On XX/XX/XXXX I have made first payment to XXXX for {$2200.00} ( bringing my principal balance to {$390000.00}, bill due date was XX/XX/XXXX with grace period until XX/XX/XXXX ) 3 ) Around XX/XX/XXXX my loan got transferred to ShellPoint Mortgage Servicing/NewRez LLC ( NMLS ID is XXXX., Main Office NMLS ID # XXXX, Branch Office NMLS ID # XXXX, Investor XXXX-XXXX NMLS XXXX ) 4 ) On XX/XX/XXXX I made a payment of {$2200.00} to ShellPoint Mortgage ( bringing my principal balance to {$390000.00}, bill due date was XX/XX/XXXX with grace period until XX/XX/XXXX ) 5 ) On XX/XX/XXXX I made a payment of {$4500.00} to ShellPoint Mortgage ( bringing my principal balance {$390000.00}, bill due date was XX/XX/XXXX with grace period until XX/XX/XXXX ). 6 ) As of today, XX/XX/XXXX, my account in Shellpoint Mortgage Servicing shows Principal Balance of {$390000.00}, zero payments that I made and {$45.00} late fee. I have called them on XXXX XXXX,XXXX,XXXX,XXXX,XXXX,XXXX & XXXX XXXX,XXXX,XXXX of XXXX to try to resolve this issue without success.
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 10308
Submitted Via: Web
Date Sent: 2019-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan sold by XXXX to Newrez. Twice Newrez 's website has generated a payment confirmation, the failed to complete the process with my bank. Getting zero information from Newrez about this blatant breach of the contract. Apparently not a priority for them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80013
Submitted Via: Web
Date Sent: 2019-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. I received a Certification of Eligibility for Sandy-Impacted Forbearance Certification from the New Jersey Department of Consumer Affairs. Pursuant to Public Law XXXX, Chapter 15. This certification entitles me to a term of forbearance that shall conclude upon the occurrence of the earlier of the following : the conclusion of one year following issuance of a Certificate of Occupancy for the mortgagors Superstorm-Sandy-impacted primary residence ; XX/XX/XXXX ; or, regarding a property in foreclosure proceedings, upon the expiration of 10 days This is false. I paid all escrow payments from XXXX, although as part of the Public Law, I had from 1 year of the day that I received my certificate of occupancy, which was on XX/XX/XXXX. The public law states that the term forbearance is to mean a suspense. My mortgage was supposed to be suspended during the forbearance and normal mortgage payments were to resume at the end of the forbearance period. Please read the law and all documentation and correct your records. 2. I received a mortgage statement, dated XX/XX/XXXX, showing a monthly payment for XX/XX/XXXX of {$2200.00}. I sent payment for {$2200.00}. I received a mortgage statement, dated XX/XX/XXXX, showing a monthly payment for XX/XX/XXXX of {$2200.00}. I sent payment for {$2200.00} I received a response from Shellpoint, dated XX/XX/XXXX to my inquiry as to why my account is listed as delinquent. Now I am being told by Shellpoint that I am supposed to pay {$2400.00} as a monthly payment. The contradicting documents that I receive are confusing and fraudulent. Why I am being sent incorrect information on a consistent basis?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 087XX
Submitted Via: Web
Date Sent: 2019-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A