Date Received: 2019-05-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing took over my mortgage from XXXX XXXX XXXX at the beginning of the year XXXX have had several banks service my mortgage although I never instigated it. Shellpoint insists that my mortgage has been 1 month late since XXXX. Although I have made every payment with only 2 late charges since XXXX they insist I am one month behind for the amount of {$3800.00}. The other banks never mentioned this. I received my loan history report [ enclosed ] and discovered where / when / why the problem started. I emailed Shellpoint a letter explaining everything in detail [ enclosed ]. I just received a letter from them explaining that they had made up there mind and will not open my complaint again. It is a very clear but Shellpoint refuses to admit their mistake. They call me every day on both my cell and home phone and they send me foreclosure letters.They want me to pay the amount and if they are found wrong they will give it back to me. Please read the attached emails .. I spent alot of time putting this together. Thank You
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2019-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I RECEIVED AN EVELOPE LEFT ON THE LEDGE ADJACENT TO MY FRONT DOOR ON XX/XX/2019 WITH MYSELF AN MY WIFE 'S NAME HAND PRINTED. THE ENVELOPE WAS STAMPED 'CONFIDENTIAL '. THIS ENVELOPE CONTAINED A WELCOME PACKAGE FROM MY MORTGAGE SERVICING COMPANY, SHELLPOINT. IN THIS PACKAGE WAS INFORMATION RELATING TO MORTGAGE IE OUTSTAND BALANCE, ACCOUNT NUMBER ETC. THERE WAS NO IDENTIFICATION AS TO WHO LEFT THE ENVELOPE. ON XX/XX/2019, I FOUND A SIMILIAR ENVELOPE TAPED TO MY FRONT DOOR AND AGAIN ON XX/XX/2019. SUBSEQUENT ANALYSIS OF MY SURVEILLANCE RECORDINGS REVEALED A PERSON BY OUR FRONT DOOR, TAKING PHOTOGRAPHS WITH A SMART PHONE THEN LEAVING THE ENVELOPE. THE SAME ON ALL THREE OCCASIONS. MY WIFE SAW HIM LEAVING OUR HOUSE ON XX/XX/2019 AND QUESTIONED WHY HE WAS AT THE HOUSE. HE CLOSED THE WINDOW TO HIS CAR AND HE DID NOT ANSWER. ON XX/XX/2019. I CONTACTED SHELLPOINT TO MAKE A COMPLAI NT AS TO THEIR METHOD OF DELIVERY AND THE ACCESSABILITY OF MY PRIVATE INFORMATION TO DEVIOUS INDIVIDUALS WHO COULD TAKE THE INFORMATION TO THE COUNTY CLERK AND OWN MY HOUSE. THE DELIVERY PERSON ONLY RANG THE BELL THE FIRST TIME, THEREFORE WHY WAS HE DIVULGING PERSONAL INFORMATION ON MY DOOR STEP. ALTHOUGH IT IS A VIOLATION OF MY PRIVACY RIGHTS AND SHOULD BE ADDRESSED IT CAN LEAD TO ME LOSING MY HOUSE FROM SOME DEVIOUS METHODS. ON XX/XX/2019 I AGAIN CONTATED SHELLPOINT AND WAS INFORMED THE DELIVERY WAS MADE BY XXXX XXXX XXXX XXXX. SHE DID NOT SPECIFY ANY ADDITIONAL INFORMATON. THE REPESENTATIVE TO WHOM I WAS SPEAKNG STATED THAT THEY NORMALLY USE THE USPS FOR SUCH DELIVERIES AND THAT THEY WOULD INVESTIGATE THE MATTER. OVER THE NEXT FEW WEEKS I CONTACTED SHELLPOINT BUT NO INFORMATION AS TO THE METHOD OF DELIVERY WAS FORTHCOMING.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-06
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2019-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Under the terms of my mortgage I was offered a recast which lowered my monthly payment substantially approximately {$200.00}. I filled out the paperwork that clearly detailed what the monthly payment would go to principal and interest etc. I signed the document and agree to the terms which were clearly outlined after about two months ago a letter stating that my request was approved and instead of going from a monthly payment of XXXX to XXXX They came up with some other arbitrary number of XXXX. No work close to what I agreed to. I have made over 20 phone calls at the date this problem is not resolved. I have paperwork and letters showing the agreed-upon amount. They will not let me speak to anybody directly in the servicing department they are only responding via email. I question that my escrow is even correct or any payment has been corrected so I cant seem to even service the simple transaction properly
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 20112
Submitted Via: Web
Date Sent: 2019-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage charged me {$170.00} for an appraisal fee because I requested a loan modification. I understand that an appraisal is only REQUIRED when attempting sale. The investor can opt to have an appraisal done but it has no bearing on a loan modification and it should not be charged to me and I should not be responsible to pay for it. I was approved for the modification but declined it. I have requested this fee be removed from my account each month for the last 4 months. I have written several times to loan servicing. I have spoken to XXXX XXXX, Account Representative, who has lied to me each time by informing me that the fee was removed and will appear as a credit on the next statement. This fee remains on my statement and no credit has been applied to my account. See my current XX/XX/XXXX statement attached. I called Shellpoint again today, XX/XX/XXXX, XXXX XXXX PST and the representative that answered the phone researched my account and informed me that her supervisor said I need to request in writing to have this charged removed. I have already done that several times. This is the sub-standard, non-effective administration that I experience with this company on each and every issue, all the time, for the the entire time they have serviced my mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2019-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The new servicing company on my mortgage, New Rez Financial, has been mistakenly applying my {$5000.00} monthly payment incorrectly by significantly over-applying amounts into the escrow account and under-applying amounts as additional principal payments. I have literally been trying to clear this up with them for over 6 months and I just keep on getting put on hold. I have made probably 20 calls to New Rez without any resolution
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2019-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently purchased by NewRez ( www.newrez.com ) and there have been many problems with them. The company started by double-charging my bank account for my monthly mortgage payment due to a 'glitch ' that hit 2,000 loans during a transfer. Next, the company cancelled my automatic bi-weekly payment plan and refused to switch it back without me going through their process. It has been more than 2 months, and they haven't processed my request. This directly impacts how much interest I pay, and costs me money while they make more money. The company 's letter describing the process of my mortgage transfer said my account had automatic monthly payments set-up and I confirmed this online. On XXXX the company had debt collectors calling me saying I was late on payments, their customer service rep told me with the bi-weekly payments being set-up I don't need to make a payment ( conversation took place on XXXX ), and NewRez 's website said I needed to make 1.5x my normal monthly payment ( website checked on XXXX ). How can I know the status of my mortgage when they are so disorganized?! The company is raising my monthly payment to " cover escrow '' but my property value is down. This makes no sense, so I requested to have escrow removed from my account and was denied. I have never missed or been late for a payment, therefore there is no cause for denial.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 75098
Submitted Via: Web
Date Sent: 2019-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX XXXX offered to forebear some mortgage payments because the area we live was declared a federal disaster area after a Hurricane. All payments agreed were made on time as requested with no late fees or letters In XX/XX/XXXX the account was sold and Shellpoint began to administer the account All payments were made on time with no late letters In XX/XX/XXXX the HAMP/HARP payment of {$5000.00} should have been awarded. Shellpoint refused and started sending me late letters and charge me for home inspections. After I proved the facts they eventually agreed to credit the {$5000.00}, which they had no choice after acknowledging I was never late and therefore entitled to the money However, they refused to refund any fees They also decided to incorrectly list me as owing thousands more than I did with the Credit Agencies and show no payments How can I be on time ( therefore receiving HAMP {$5000.00} ) and in arrears. Impossible
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My hardship began on XX/XX/2008, due to a very violent robbery on my business, I was shot and badly injured. I could not manage my business and I had a business failure. I had no income and our interest on our mortgage changed and the monthly payments increased. We were left in a very bad financial situation. Our household expenses also began to be too high, It was hard to keep up with all our financial obligations. Today I live off my social security benefits and my daughter is working and helping with our expenses. I have made several attemps asking the several servicing companies and investors to which my loan has been transferred, to review our situation and approve us for the best loan modification program that we are eligible. I would like to maintain my loan at 2 percent interest rate, reduce the amount of money owe, and have an affordable monthly payment. I would to request that Shellpoint mortgage to provide me with this information : 1. Proof of Chain of custody of title. 2. Proof of The amount of monies exchange for all of this transferring of ownership transaction. 3. Proof the account has never been charged off ; where by an internal book entry credit has been applied, bringing the balance to zero ; and then without my consent a creation of a new account, was formulated, where the previous unapplied credit remained outstanding balance after the internal credit application. 4. Proof that the a claim for mortgage default insurance was submitted as it is customary after the 3 months of mortgage default, and it was denied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11369
Submitted Via: Web
Date Sent: 2019-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted Shellpoint Mortgage for over a month attempting to remove my taxes and insurance from my monthly payment. They have responded with nothing to do with removing my taxes and insurance from my monthly payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48237
Submitted Via: Web
Date Sent: 2019-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Got approved for loan modification with prior servicer, XXXX XXXX XXXX in XX/XX/XXXX, made my 3 trial payments on time, then told I got paperwork in too late and would need to submit loan mod request again which I did in XX/XX/XXXX. Approved again in XX/XX/XXXX after I made my regular payments again for several months and was waiting for mod package in mail when this servicer, XXXX sold my loan to Shellpoint. I contacted Shellpont in XX/XX/XXXX and was told by my point of contact, XXXX XXXX that yes, Shellpoint would honor my prior loan mod. A week later, XXXX XXXX took over from XXXX and said no, we will not accept the prior loan mod, you need to submit new one. On XX/XX/XXXX from my bankruptcy attorney 's office, we faxed and emailed a Shellpoint form of loan modification request. I've called and called and no one has gotten back to me. Then a couple weeks ago I received a notice of change of servicer from Shellpoint to XXXX XXXX! It's been over 30 days with no response to my mod request. Also, when I called last week to inquire about it, I was told the loan will be sold on XX/XX/XXXX, so there is nothing we can do! I can not afford the payments of {$870.00} a month. The modified amount I was paying last year to XXXX was only {$520.00} a month. The servicer has been changed 3 times since XX/XX/XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OR
Zip: 97070
Submitted Via: Web
Date Sent: 2019-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A