Date Received: 2019-04-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: At the end of XX/XX/2018, NewRez contacted me about my loan application with XXXX XXXX and offered me to match or make a better offer if I applied with them as they will offer me a portfolio loan meaning NewRez was in need to sell my loan. By midXXXX, I started a new application with NewRez and I received an approval in XXXX. However, NewRez did not fund the transaction explaining by the end of XXXX that the loan could not close because the property was title on a Land Trust even though this was disclosed at front along with the trust documents from the beginning of the loan application. Then, I agreed to remove the property from the land trust as I was assured that this was the only item holding funding after underwriter review. Just after the property was removed from the Land Trust I filed a new application with NewRez as it was instructed and a second approval was received on XX/XX/XXXX. However, Im still waiting for closing today and the file still under review. NewRez requested updated documents like title work, updated statements, a letter from one of my lenders, title work, proof of insurance and these documents were provided in a timely manner. Ive been told several times closing is next Friday as everything else has been approved, but the title company confirmed that NewRez has not sent finalized documents to fund the transaction tomorrow XX/XX/XXXX. I had spent money and time to fulfil every request, I paid to remove the property out of the trust, I paid for the appraisal and I put a hold to my business, so I do not change my financials or credit history while the file still pending with the underwriters. In sum, my file has been under review with the underwriters for final review for more than a month, but no one seem to be taking my file seriously.
Company Response:
State: DC
Zip: 20007
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I recently refinanced my mortgage and Shellpoint Mortgage is no longer my loan servicer. The refinanced loan closed on XX/XX/XXXX. The escrow balance from my XXXX statement totaled {$1200.00}. I was just notified this week that the escrow reimbursement only totaled {$1000.00}. Shellpoint instead of working with the title company inappropriately deducted 3 days of per diem interest from the escrow balance that I was due. This is not appropriate and have not heard back from Shellpoint with a response. Another major issue is the title company told me the wire was sent to Shellpoint or XX/XX/XXXX however the payoff was not noted on my account until XX/XX/XXXX. I have included both the XXXX mortgage statement and the transaction history received from Shellpoint on this complaint.
Company Response:
State: AZ
Zip: 85258
Submitted Via: Web
Date Sent: 2019-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a flood in my house which my insurance paid me $ XXXX to fix. XXXX was quick to issue my check and unfortunately, Shellpoint has not followed their own procedures or california law with respect to releasing the funds owed to me. I am XXXX weeks pregnant, already displaced from my house, and now unable to pay contractors who have been working to repair my home. I have one threatening a lien, one is saying they will leave the job and I have paid XXXX out of my own pocket when I am paying for living expenses and my mortgage already. I have called and emailed Shellpoint every day from XX/XX/XXXX, since after they received and cashed the XXXX insurance claim check. XXXX XXXX the Loss Mitigation analyst has not responded to me in over a week. I escalated to XXXX XXXX he also stopped responding. I had to refuse to hang up to reach the manager XXXX XXXX, who now has all documentation and is well aware Shellpoint refuses to pay money until an inspection is scheduled. The inspection has been requested every day from XX/XX/XXXX. They refuse to let me order my own inspection, they refuse to give me the inspection company name. I dont know how else to get access to these funds owed to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 961XX
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage servicing is claiming that I have a escrow account. I pay the taxes and the home insurance myself and have never had an escrow account with this loan. Shellpoint is claiming that I owe {$500.00} for an escrow account. On previous occasions I have asked Shellpoint to send me monthly statements via mail. As of the date of this letter I have not received a monthly statement. In addition I have requested the original Mortgage loan document from shellpoint. XXXX XXXX was the original Mortgage that I had and the loan was XXXX home loan. The loan has been sold several times and transferred to several companies. Shellpoint is not administering my loan in the terms of the original loan that I took out with XXXX XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: 89523
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My former mortgage company ( XXXX ) sold my mortgage ( loan number XXXX ) to Shellpoint Mortgage company ( XXXX ) I sent my first payment on XX/XX/XXXX via my XXXX XXXX account. I sent the second payment on XX/XX/XXXX via my XXXX XXXX account. Neither payment has been credited to my mortgage account. I am continuously receiving letters that my payments are outstanding. I have called multiple times. I am told to call back in 24-48 hours as they are " researching the issue ''. I have emailed multiple times and all I get back is a generic response that they are " looking into it ''. I just got off the phone with a man named XXXX XXXX who is supposedly overseeing my XXXX. His phone extension is XXXX He was extremely unhelpful and actually told me that he was not researching my account but he was in the unpaid accounts division. I don't know what else to do. I am going on three months of calling and emailing this company and noone can tell me where my money is. I emailed them verification of the money coming out of my bank account, I have done everything I know to do. I do not want to continue sending them my money but I also do not want my house to go into foreclosure. I never had this problem prior to Shellpoint Mortgage acquiring my account. Please advise me what steps I can take to resolve this issue as my husband and I are getting nowhere with this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35209
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-02
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Hi, I became delinquent on my mortgage loan from XX/XX/XXXX on XX/XX/XXXX. For 7 years I have suffered consequences of this action on my credit reports. The new company servicing the mortgage : Shellpoint Mortgage Servicing ( Shellpoint ) started to report that I am being late on my mortgage payments only as of XX/XX/XXXX. This information is incorrect since I stopped making payments on my mortgage in XX/XX/XXXX. It is the same loan. The loan is now in litigation as of XX/XX/XXXX. I received accelarated note long ago. I do not get normal monthly statements based on which Shallpoint could report to the Reporting Agencies that I am being late with my mortgage payments as Shellpoint is reporting. The statements I receive only for example show Reinstatement Amount of {$220000.00} ( as of XX/XX/XXXX ) rather than normal monthly mortgage payments. In addition, Shellpoint on my mortgage statements shows implicitly delinquency date on my mortgage of XX/XX/XXXX ( calculated from the statement : " As of XX/XX/XXXX, you are 1,994 days delinquent on your mortgage loan '' ) in order to circumvent the requirement about not reporting on the debt that is delinquent for more than 7 years according to Fair Credit Reporting Act. The fact the issue is not settled after more than 10 years of delinquency shows the weakness of the bank 's case and I should not be punished in excess of what is allowed by law ( 7 years ) of reporting delinquent debt information. Shellpoint has recycled the old information in order to put extra pressure in negotiating the settlement. Use of these unethical tactics should be disallowed and the company should be punished.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2019-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: After receiving notice that my complaint about the amount of money due was substantiated I received a report of my mortgage and had more questions regarding the report. I emailed 2 separate departments at the mortgage company and got 2 different letters stating they were looking into this but have been waiting over 5 months. In the mean time I was not allowed to make payment on my loan because of the elapsed time on their correcting my account and notifying me of the change. They received an overpayment from me which they have sitting in escrow and they have given no credit to an entire payment which had been made on my behalf by a local charity. As of right now they are stating that I am 7 months behind and I also have questions about my report which still go unanswered. Did they ever apply my bankruptcy to my account? Why do I have so much " Unapplied '' funds, why have there continued to be legal fees added to m y account even during times of payment on the loan, and others? I feel they are currently dragging their feet and creating even more undue debt on my home. My credit is ruined because this institution as well as XXXX XXXX XXXX failed to report the payments I DID make so that I could refinance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2019-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I called New Rez to indicate that we wanted to fully pay off our mortgage before the next billing cycle. They sent us an email that indicated how much would be due if we paid on XX/XX/XXXX. Upon reading the document I noticed a per diem charge, and so we decided we would pay in full on XX/XX/XXXX to avoid the per diem charges. When I called XX/XX/XXXX to initiate payment, the representative on the phone said that I should just disregard the per diem note as there would be no difference in price if I paid on any day up to XX/XX/XXXX. With this I decided to forego payment temporarily. I called again on XX/XX/XXXX to initiate payment, and the representative said that I had been misinformed as there was in fact a per diem charge, so I decided to pay right away. She did not inform me, though, of the XXXX cutoff for payment until I called back to inquire about this later in the day. The XXXX cutoff meant I would have to defer payment for another day. I paid off the mortgage in full on XX/XX/XXXX, and then wrote a letter of complaint ( attached ) to XXXX XXXX, the President and CEO of NewRez for the inaccurate and misleading statements made by his customer support team. My letter was completely ignored.
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I own a piece of property in XXXX XXXX XXXX Florida. The loan was owned and serviced by XXXX XXXX. In XXXX, XXXX the loan was sold to Shellpoint Mortgage. When I started receiving invoices from Shellpoint there was an additional charge of {$690.00} entitled 'Prior Servicer Charge '. The charge appeared to me to be very arbitrary. I inquired about the charge with the customer care using the phone number provided on my invoice. After going through many hoops, in was told I could only resolve this with emails to the servicing department. I never received this charge from the prior servicer XXXX. I emailed Shellpoint servicing. XXXX XXXX of Shellpoint replied that there was a small charge for property inspection on XX/XX/XXXX, and a large charge labelled 'maintenance '. Maintenance of what? Why? That was XXXX XXXX, XXXX and I did not get a reply since then. I called again today and spoke with XXXX, who called it simply 'property preservation ' and did not offer any further explanation or resolution. How is that lenders are allowed to add arbitrary charges without any disclosure whatsoever. It seems inappropriate at best and illegal at worst. I believe this is cost associated with servicing the loan which should be picked by the servicer and not passed along to the consumer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint has continued throughout the last few years to force place hazard insurance although I have provided proof of hazard insurance that is covered through my condominium association and that I pay through my monthly association dues, besides a separate policy for homeowners insurance. I am currently on XXXX XXXX with the federal government and XXXX in XXXX, the XXXX XXXX XXXX assisting survivors from Super Typhoon Yoto. unfortunately, due to my deployment, I am away from my home for several months at a time and by the time I have my mail forward several months have passed, I am proactive and notify all my creditors on my deployment status. I have all my bills paid through online banking and have every creditor that offers online statements active, I pay my mortgage in advance with a couple of months of cushion in case of a government shutdown. I notice an increase for my XXXX monthly payment by over {$300.00} dollars and immediately contacted Shellpoint, since then I was advised that force-placed hazard insurance was added. I immediately contacted my association and they forward me the condominiums hazard insurance policy I then forward it on XX/XX/XXXX to Shellpoint. It seems that after further research my personal content insurance company XXXX XXXX billed Shellpoint alongside myself for my yearly renewal for my personal furniture replacement policy. As I can appreciate their interest in making sure my furnishings are covered in case of an emergency, this is something I have handled personally for sixteen years since I have owned my condominium and paid the policy in full back on XX/XX/XXXX. I requested my insurance company to reimburse Shellpoint and they have provided a check in the amount of {$1000.00} XX/XX/XXXX. Since then I have been battling with Shellpoint to update my escrow analyst and policy to take off the hazard insurance and credit me for all overpayments owed regarding the forced place insurance since XX/XX/XXXX. I have also sent a written request for Shellpoint to close my escrow account and to no longer pay, my personal contents insurance or any third party company request for payments through my escrow account and they are refusing to do so. I have also filed a XXXX XXXX XXXX complaint. I have also been getting the run around from their customer service department to no fault of their own since my account is not properly noted and they do not have a way to explain to me why my mortgage for the month of XXXX is {$900.00} when my P & I payment is {$710.00} and even if my taxes are escrowed in the amount of {$51.00} should give a total of {$760.00}. Moreover, customer service representatives have paraded me throughout every department insurance, escrow and are unable to answer my questions. Shellpoint wants to continue to overcharge me and act like a savings bank for me to continue to pay them in excess so they can reimburse me months after, I am unwilling and unable to continue to overpay Shellpoint. I ask that they once and for all stop, mal administrating my mortgage seize all request for overpayments sand correct my mortgage payments and close my escrow account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A