Date Received: 2019-04-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My x stopped me from making payments at XXXX XXXX at XXXX i already had a modification in place he changed my mail go my banking info.and personal info he refi.with out me knowing he got lines of credit he took my name off the note so i couldnt refi.it went to XXXX XXXX then he refied against n in XXXX XXXX XXXX found fraud on his paperwork the it went to shell point sevicing my fiance and i tryed to refi and was approved.my x was told by the court to sign off of the house he has not shell point refused my XXXX payment to pay off the house which i only owe XXXX the extra XXXX was a line of credit uses by my x.shell point wants to forclose at auction on XX/XX/XXXXto forgive the debt since shell point refused pat ment or my mod. I did througXX/XX/XXXX my home.ive spent over 10,000.00 on a attorny that didnt do anything.im trying to get a volenteer attorney to go to fed court
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX 19 I made a payment to NewRez ( aka XXXX XXXX aka Shellpoint Mortgage Servicing ) in order to make up an escrow shortage of {$540.00}. This was supposed to lower my monthly payment to {$1600.00} per month. I noted, on the check, this payment was for escrow. NewRez received my payment on XXXX XXXX 19. Although NewRez received the funds they did not apply it to correct the escrow shortage, resulting in a higher overall monthly payment. NewRez misapplied my payment as a partial payment. I have called at least three times since XX/XX/XXXX to resolve this. Each time I have been promised the error would be corrected. As of XXXX XXXX 19 this issue is not resolved. The mortgage was recently sold to XXXX XXXX ( aka NewRez ) and I am in the allotted grace period for punitive actions.
Company Response: Company believes complaint is the result of an isolated error
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX XXXX-XXXX XXXX veteran. My property taxes are tax exempt. My mortgage company, Shellpoint Mortgage, who is also New Rez Financial, increase my mortgage from {$1300.00} to {$2500.00}. They claimed that they did not have my documents that show I am tax exempt. I know that is not true because when I bought my home XX/XX/2017, my note was over {$1700.00} per month. After I received my XXXX XXXX VA XXXX rating, I sent my paperwork to XXXX XXXX who applied the exemption to my mortgage. My note dropped {$1300.00}. I have sent this new mortgage holder my paperwork again, and they have failed to readjust my note. I have a VA backed note, and I am going to report this to the VA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77047
Submitted Via: Web
Date Sent: 2019-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing took over my mortgage in XXXX, XXXX. In XXXX, XXXX, I received a letter requiring me to show proof of flood insurance. I had never been asked this by any other mortgage servicing company since I purchased my home in XXXX. I reached out to our XXXX 's insurance company and was told that we were not required to have flood insurance. The insurance company sent a Standard Flood Hazard Determination dated XX/XX/XXXX to Shellpoint stating that we are not in a flood zone on my behalf ; however, the person I spoke with at Shellpoint told me that they only way I would not be required to have flood insurance is if they had a letter from XXXX stating that we are not in a flood zone. It took a while, but I was finally able to track down a XXXX letter, and submitted it via email to Shellpoint on XX/XX/XXXX. I received a letter from Shellpoint dated XX/XX/XXXX stating that " We were recently advised due to a XXXX flood map revision that the above property is no longer in a zone that requires flood insurance. As a result, we will not require you to continue to provide proof of flood insurance coverage for the above property pursuant to our loan agreement. '' However, they only partially refunded the money that had taken from my escrow account for flood insurance. When I called them on XX/XX/XXXX, I was told by the agent that the document had expired. I said that I had a copy of the XXXX letter and that it does not expire. She said she would email the document to me. First she emailed some other customer 's confidential document to me by mistake. Then she emailed the document that pertained to my home. It was the determination that my XXXX 's insurance had sent back in XXXX. She claimed that it expired on XX/XX/XXXX, and I would have to provide new proof that I'm not in a flood zone. I told her that it didn't expire on XX/XX/XXXX, it was simply dated XX/XX/XXXX and the only thing that could override the XXXX letter was a new XXXX letter. I sent her the XXXX letter again, along with a copy of their own letter stating that I was no longer required to prove that I had flood insurance. I received no response. On XX/XX/XXXX, I sent a letter using the template found on this website, explaining the situation again, with all documentation attached, requesting that my funds be returned by XX/XX/XXXX. I again received no response whatsoever. I did receive a new escrow statement showing that they are planning on increasing my monthly escrow payment based on my expenses, including the flood insurance that I do not need.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2019-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed the escrow on the refinancing of our XXXX XXXX CA home in XX/XX/XXXX and our direct lender was XXXX XXXX. After we made first monthly mortgage payment of {$1800.00} in XX/XX/XXXX to XXXX XXXX, our home loan was quickly sold by XXXX XXXX to XXXX XXXX XXXX which was servicing by Shellpoint mortgage servicing company. XXXX XXXX sent our first payment to Shellpoint in XX/XX/XXXX. We made the subsequent mortgage payments of {$1800.00} each to Shellpoint on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. However, Shellpoint either claimed we never paid them on XX/XX/XXXX or they never received the first payment transferred from XXXX XXXX. After we got XXXX XXXX service dept rep on the phone line directly with Shellpoint, Shellpoint reps continued either claimed they had not received the payment from XXXX XXXX for which they were proved to already cash the check from XXXX XXXX or they could not verify they indeed received my three direct payments. After more than 15 phone calls with XXXX XXXX department along with multiple dropped calls, a ticket was open with Shellpoint supervisor note ( initial-XXXX ) which in the end still did not resolve the issue. In the Shellpoint system it continued showing there was one principal balance missing. We absolutely have no confidence for any future payment or interactions with Shellpoint.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 94015
Submitted Via: Web
Date Sent: 2019-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I are XXXX and XXXX, and our only source of income is {$3500.00} a month in Social Security. We both receive our SS on the third Wednesday of each month which means we receive it on the XXXX at the earliest or the XXXX at the latest. We receive SS on a Federal Debit card and we have to go to the bank to transfer money to our checking account before we can write a check for our mortgage. NewRez appears to start charging a late fee of 5 % on the XXXX of the month. I think this is exorbitant but I can not change when I receive Social Security so I will end up paying an additional 5 % on my mortgage payments over a years time. In just two months with them they say they credited {$81.00} to penalty on my XX/XX/XXXX payment ( an overpayment which should have been credited to my principle ) and charged me {$34.00} late payment on my XX/XX/XXXX payment. What I am seeking is a waiver of any late penalty unless its received after the first of the following month. I pay my mortgage payment every month and have not defaulted in the last five years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75214
Submitted Via: Web
Date Sent: 2019-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 I requested a loan payoff from Shellpoint Mortgage Servicing beacuse I had been approved for a refinance with XXXX XXXX XXXX XXXX. I was then told I could go online and request a payoff letter after logging into my account. I tried several times to get the payoff from their website, but I kept getting a message stating " We are having trouble submitting the formal payoff requested. Please try again in a minute or two ''. As of today XX/XX/19, I am still getting this same message. My mortgage loan was originally with XXXX XXXX XXXX, but was sold to various servicing companies. Shellpoint Mortgage Servicing is the current company servicing my mortgage loan. I have called at least 2-3 times a week requesting to speak with a manager, but I never have because the rep says they are unavailable and will request one to call me within 24 to 48 hours. The representative told me on XX/XX/19 and every time I called afterwards throughXX/XX/19 that I will not be able to get my loan payoff letter until the mortgage rate changes on XX/XX/2019 so they can give an accurate account balance. I asked what was the rate change and when would it become effective.I am trying to lower my interest rate and get a fixed mortgage. She was unable to give me that information as of yesterday XX/XX/19 and she would be sending the loan to the interest rate change department. The rep stated once she reviewed my loan terms, I was scheduled for a rate change every six months, therefore the rate should have changed on XX/XX/19. I stated since Shellpoint hadn't followed the guidelines, why couldn't I get a payoff letter immediately. The rep then stated Shellpoint had until the end of XX/XX/2019 to make the rate change. I explained to Shellpoint I was approved for a refinance and I shouldnt have to wait thirty days for the rate to change before I get a payoff letter, or if the lender could wait that long.The rep stated that this is their procedure and no one could over ride it. This practice that Shellpoint is exercising appears to be illegal. I thought the mortgage company would try and help the consumer, not impose additional financial stress on the consumer.I feel I have been treated unfairly and Shellpoint is purposely trying to collect additional money off my loan.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2019-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was behind on mortgage payments but had agreed to a repayment plan. No foreclosure proceedings had began. On a Sunday morning in XX/XX/XXXX, 2 strangers entered my unlocked sliding door. I obviously had a breakdown. 3 police cars came out as I thought I was being robbed. Turned out to be a 3rd party that Shellpoint Mortgage sent. I have had horrible XXXX XXXX since. I reside in a condo so I am required to provide HO-6 ( wall 's in ) insurance. They forced wall 's out insurance although I had my association email them the master policy. The representative had it since XX/XX/XXXXand never updated the system. My agreed repayment for 6 months is XXXX but because of the forced, illegal placed insurance, the amount is over 1300.00. So I wouldn't be in default, I made the higher payment in XX/XX/XXXXand was told the payment will go down when the illegal insurance is removed. Also the extra monies paid in XX/XX/XXXXwould be applied to XX/XX/XXXX. I am still unable to make my payment as the system still shows the over 1300.00 payment due and noone can help. The last conversation via email, i was told to contact their IT department. Who is the client? I obtained the master policy, made every initial phone call. My 4th amendment has been violated as I know longer feel safe in my own home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48309
Submitted Via: Web
Date Sent: 2019-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am complaining out of frustration with the Modification/Workout process with Shellpoint Servicing. I have been trying to avoid a foreclosure and in XX/XX/XXXX after some correspondence with Shellpoint I informed them of a change in our financial situation. It follows a Chapter XXXX Bankruptcy I filed in XXXX to eliminate all debt and with substantial increase in income I felt I could have an opportunity for a short term modification or workout which would allow us to stay in the house for an additional 2-3 years. I would pay the property taxes and homeowners hazard insurance during that time. I sent Shellpoint in a timely manner all the financial information they required including a NON-Borrower Contributior which would also make more money available if needed. I informed Shellpoint that our XXXX 1040 income which included W-2s and Social Security income was {$70000.00} which would be increasing in XXXX. Never had a phone contact with any decision maker only a single point of contact of which there were many different people assigned to our account for short periods of time. Considering how important this issue is for us there seemed to be no real urgency on Shellpoints part or new owner of the loan to find a workable solution similar to what I had offered. I would like a postponement of the Notice of Sale for 60-90 days in order to see if there is solution to avoid foreclosure that Shellpoint may have overlooked for our particular situation. I realize that at my age ( XXXX ) we will most likely eventually lose the house but based on income how would like to be able to stay a little longer before having to uproot. I have owned 2 homes in my lifetime, the current one since XXXX. The only reason I defaulted originally was an unexpexted loss in income 'in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2019-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Have been trying to complete a short sale of my rental property to avoid forecloser. Had a Cash buyer XX/XX/XXXX. XXXX shellpoint Mortgage declined the offer, asking what the buyers intent was to purchase property, which was to help a friend and keep current tenants in the rental property. Shellpoint forced me to place property back on market XX/XX/XXXX sell price XXXX. Praise XXXX received offered for XXXX send contract to shellpoint who will not put a hold on foreclosure date of XX/XX/XXXX. The buyer is willing to close as soon as contract is approved. Shellpoint is refusing to work to stop the foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21702
Submitted Via: Web
Date Sent: 2019-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A