Date Received: 2019-04-10
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: On XX/XX/2019 I was informed by my tenant and then verified by the US Postal Office that XXXX XXXX XXXX XXXX and all previous Trustees have been illegally sending my personal financial information to a Mrs. XXXX located at XXXX WA XXXX. We have checked and verified with the postal service that this has been occurring for a few years now, even before XXXX XXXX XXXX XXXX was called XXXX XXXX etc ... so this company has been sending my private information out to this party ( XXXX XXXX ) and who knows whom else for years now and I am demanding that this privacy breech stop NOW! Ms XXXX has also verified that she has been receiving our personal financial documents, letters, Notices etc for years as well! She has used and is currently using my personal financial information to interfere with my landlord/tenant business relationship as well as harass and intimidate me and my tenants in order to get me to walk away from a modification so she can purchase my property at a foreclosure sale for a cheap price! The illegal actions of both Shellpoint Mortgage Servicing and their trustees have caused me severe financial difficulties and now I am facing a XX/XX/2019 sale date in order to go through with Ms XXXX threats as she is working with these companies to interfere with my legal rights for a modification. This person is a licensed real estate agent and should also be held to state and federal laws that are being broken to commit these fraudulent crimes!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX year old woman trying to take care of myself with my properties and Shellpoint has taken advantage of me and is trying to steal my source of income from me! I am very concerned with the actions of this company, Shellpoint Mortgage ... I have a sale date in 2 days, XX/XX/XXXX, and my new documents have all been received but the underwriters continue to ask for silly things, like the date over each column on my Profit and Loss Statement isn't enough, it needs to be at the top of the page also and must read " XX/XX/XXXX to XX/XX/XXXX '' .... each column had the date written in this order but this bothered them. Many, many questions of clarifications like this yet the last review Shellpoint added 3 properties I didn't own, added mortgage amount that weren't correct etc. Dual tracking is alive and well with Shellpoint and their " new '' ( old really ) Trustee XXXX XXXX who are really XXXX XXXX XXXX XXXX XXXX XXXX/ same crooked company that has been under many different names as they've been shut down!!! I've seen them all, XXXX, XXXX, etc ... .I know that my property qualifies for a modification as I have had 4 other modified yet Shellpoint is XXXX bent on stealing my property in 2 days! As per their own calculations provided to me for qualification for their modification, I should be given a modification yet so far they tell me they are going through with the sale. This leads me to believe that they possibly don't own the loan or they would be interested in modification. I have many disputes unanswered including a qualified written request unanswered, yet they walk over these state and federal laws as well. I am asking that these Federal Agencies paid by taxpayers dollars hold these companies accountable to the law of the land and stop robbing the american homeowners ... .enough is enough! I am demanding that this sale date be cancelled and a rightful, qualified modification be issued along with the requested documents for review by my legal team. I have asked for an appointment to view the wet ink signed Note and Deed that they are claiming they have in their possession as legal standing to modify my loan and service it, i.e. the Assignments and Substitution of Trustee recorded documents, yet no valid documents nor appointments have been offered to date ....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We changed insurance companies in XX/XX/XXXX. The mortgage company received 4 letters and never paid it. Our home burnt to the ground XX/XX/XXXX. The mortgage co admitted fault and said they would cover the entire claim. We have been in litigation almost 2 years. They quit paying our living expenses wo warning breaching that contract as well as our mortgage by not paying our insurance from escrow. We have had our credit destroyed and have had to pay for living expenses for over a year and they have still not rebuilt our home or paid our losses or XXXX or storage. Our lawyer just quit on the case today bc he doesnt want to take us to trial. We need assistance asap. I have 14 other people who have contacted me regarding the same company. Its ridiculous what they have put our family through and we are still not restored and taken care of to no fault of our own. We have filed against them before and we are still waiting to have this mess cleaned up so we can start over. Please help.
Company Response: Company believes complaint is the result of an isolated error
State: MO
Zip: 64086
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This issue has to do with XXXX XXXX XXXX DBA Shellpoint Mortgage. Issue : My father passed away and I am the executor of his estate. Shellpoint has refused multiple attempts to send a check to the estate which is due to it to the amount of {$2800.00}. We have requested that the check be made to the estate with me as the executor and they have never complied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : 30 days Late as of XX/XX/2018 30 days Late as of XX/XX/2018 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm not sure, really, what the point of these complaints to the CFPB is. The company just responds and gives the same empty promises and then does nothing. How exactly am I being " protected '' as a " consumer '' here? I'm not. But I will file this complaint, because the company about which I am complaining is apparently lying to me and is doing nothing. This complaint is about XXXX XXXX dba Shellpoint Mortgage Servicing ( formerly XXXX XXXX XXXX ). I have been dealing with them since last XXXX ( 2018 ), or slightly before. My loan got transferred to them from a previous servicer. I had started a loan assumption process with the previous servicer, and once it transferred, I contacted XXXX XXXX to start the loan assumption process with them. They immediately sent me the information to do a loan assumption. I got all the information put together and sent it to them very quickly. That was 6 months ago. The loan assumption still has not happened. NewRez now claims that they do not have FHA qualified underwriters on staff to do a loan assumption. They told me this a couple of months ago, once I finally got a conversation with one of them. They said they were really close to getting people hired and being able to do these assumptions. They lied, obviously. They now will not even return my calls or emails. NewRez lies about loan assumptions. Why did they send me details on doing a loan assumption 6 months ago if they did not have the proper people on staff? Is it even legal to not have FHA qualified people on staff? They service lots of FHA loans, right? They clearly lied to me 6 months ago. They lied to me 2 months ago. They lied to me a month ago. They just lie. They lie because there is no recourse to them lying. If I lied to them, I would get in trouble. When they constantly lie to me, they do not get in trouble. I am stuck here, because I did not choose NewRez. I can not change the servicer of my loan. They are the most pathetic company I have ever dealt with, and I can't do anything about it. There should be some sort of government agency which oversees mortgage companies and helps consumers who have problems with these companies. I am submitting this complaint because this is a new complaint, based on NewRez 's lies to me about being " only a couple weeks away from being ready '' to do a loan assumption. This is not a rehash of my old complaints, this is a new complaint. I know that NewRez will respond to this complaint with the same nonsense they have used to respond in the past. They will post that information here, and the CFPB will do nothing about the fact that NewRez has consistently lied to me about this whole process. They will not return my calls or emails, and when they have talked to me in the past, everything they have told me has turned out to be a lie.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: original loan XX/XX/XXXX with highlands mortgage loan sold to NewRez XX/XX/XXXX We are refinancing XX/XX/XXXX without pmi with another company We have Pmi on current loan with NewRez Payoff from lender is principal, plus per Diem interest, PLUS 3 months Pmi And yes there is an escrow account of over {$1800.00} Is this legal?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37122
Submitted Via: Web
Date Sent: 2019-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ( I already posted the text of this complaint as a reply to a resolution of a separate complaint about a related issue which was that escrow tax payments were made to the wrong account -- However because that complaint is listed as " closed '' I want to make sure this next issue is also addressed quickly as it seems to be a very time sensitive matter. ) The company sent me a letter assuring me that the lot number has been corrected and that the mis-paid funds have been replaced into my escrow account. I've checked on my online account and I'm satisfied with all these corrections. However, on the same date as the letter from the company which finally addressed these issues, I received a call from my insurance company telling me that my insurance bill has also not been paid. This is shellpoint 's responsibility and again they have completely dropped the ball. The insurance company sent me a bill now for {$1900.00} with the deadline of XX/XX/XXXX or my insurance policy will be cancelled. I do not have this kind of money on hand to pay this bill. But I also fear that Shellpoint will move too slowly to pay the bill. Please, if you are reading this, it is time to escalate this issue and get my insurance bill paid immediately!!! The insurance company 's name is XXXX XXXX XXXX and my understanding from them is that they are also reaching out to you. Please make it easy for them and me and get this taken care of.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07087
Submitted Via: Web
Date Sent: 2019-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is about escrow account balances and how unused escrow funds are handled after the principal is paid in full. For my situation, property taxes and insurance are both paid afterXX/XX/XXXX in the year. The loan was paid in full on XX/XX/XXXX, and an accrued escrow balance of over {$2100.00} is due back to me. Within a week, I received a new Escrow Account Disclosure Statement in the mail informing me that no new escrow funds were required. I have yet to receive the escrow funds - my cash - and the company NewRez ( formerly Shellpoint ) keeps telling me they have 30 days to return the funds - " according to their policy '' - no real reason given. The loan has been paid off for three weeks now. The policies of Shellpoint/NewRez are absurd when it comes to how they handle escrow funds. When it became clear that the escrow funds they were collecting were never going to be used for their intended purpose ( as the loan would be paid off before either insurance or taxes became due ) I had asked to have the escrow balance applied to the principal and was told that this was not possible. No reason was given other than " it's policy. '' It took several tries on the phone to even get a representative that could understand the issue. I see no reason that the refund from the overpaid escrow could not have been sent along with the letter in the mail containing the Escrow Account Disclosure Statement. I am sure that someone for NewRez/Shellpoint will respond to this complaint and say they they are within their rights to hold the overpaid escrow and refund it whenever they get around to it, but I am filing this complaint so that everyone can know what they do. While I am sure that these " policies '' were " disclosed to me '' in the form of some 50 pages of microprinted legalese that few people even have a chance to read or understand before it is too late, there is no excuse for the delay in refunding the overpaid escrow cash.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36830
Submitted Via: Web
Date Sent: 2019-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was recently transferred to Shellpoint from XXXX. My loan was paid off in full on XX/XX/19 by wire from escrow as I had sold the house. XXXX did not apply the payoff amount the day they received it. They instead held the money and then on XX/XX/19 took another payment from my checking account. Then on XX/XX/19 they transferred servicing to Shellpoint WITHOUT applying the monies they had received that were sufficient to payoff the loan as of XX/XX/19. Shellpoint then applied the funds on XX/XX/19 and my extra payment is now some how missing as they say I am only getting {$35.00} back after applying all of the funds. First of all the loan should not have been transferred. Second this transaction vioaltes RESPA by not applying the payoff on the date it was received XX/XX/19. Third XXXX illegally kept monies for a payoff they did not process. Fourth Shellpoint can not apply funds received on XX/XX/19 and XX/XX/19 on XX/XX/19.
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A