Date Received: 2023-09-14
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: The servicing of my loan was transferred from NewRez to Shellpoint. We have been unsuccessful in many attempts to get information about sending our mortgage payments to Shellpoint. Shellpoint 's website says we should use our NewRez log-in and password to sign-in, but our log-in and password do not work on the Shellpoint website. I then tried to create a new account on Shellpoint. Shellpoint rejected the new account with a message saying I already have an account. For XXXX days we have been calling Shellpoint, but the calls do not connect. We have never missed a mortgage payment but are worried we might if we can not set up payments to Shellpoint. Thank you for your help.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: ME
Zip: 045XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Shellpoint has been deceptive in their communication with me regarding my mortgage. I was told that I would be approved for a repayment plan and instead was moved to foreclosure status. I sent a confirmation email to XXXX of Shellpoint 's representative ( attached ) in which we scheduled to reconvene on XX/XX/XXXX to put into place the plan. Afterwards this was totally negated and the lender has been ignoring my email for a response. I also sent in a hardship request form to which I never received a response. I suspect I was intentionally delayed so that the lender could move me to foreclosure status and collect additional fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64133
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: This involves a transfer of my mortgage between two companies. XXXX XXXX sold my mortgage to NewRez. They are including an escrow of {$29.00} to be paid but they cant provide information to what is for. I called NewRez on XX/XX/XXXX and was told that was an error and he would talk to his supervisor to correct the mistake and if it was not removed to call them back. Well it was not. I again called them on XX/XX/XXXX and spoked with another person and hardly was even able to understand what he was saying. In conclusion he said is an escrow from XX/XX/XXXX that I had to pay to XXXX XXXX and that I have to call them to find out why. That I still have to pay NewRez even if I appealed I have never had taxes or home insurance in escrow, never received a letter that I owed them anything. He also said he would send me an email with all the information but I never received anything. I called XXXX XXXX and the person that answer was very professional and she looked at what was happening. She said there was a charged of {$30.00} from XX/XX/XXXX from a lender. That was the time I was working with my home insurance to get payment for the hurricane damaged from XXXX, XXXX, XXXX and they received the money from XXXX XXXX and they had the money in escrow, for months. Still I had never received a letter from XXXX XXXX that I had any outstanding bill or due money to them. This is new to me and someone could have made a mistake. If this due money is correct then I would think I have a right to find out what is this for. I cant see how this NewRez debt collector is imposing this on me. What are my rights here and since Im on Social Security with limited income I should be able to resolved this. Maybe {$29.00} is not much for them but it is for me. Im not sure Im forgetting anything else to include here. Please advice what I can do to protect my rights.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32401
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING XXXX # XXXX failed to pay my homeowners insurance through escrow. They paid the wrong account, and I tried multiple times to give them the correct account information, but they did not respond. The insurance company cancelled the policy. Now, I have no homeowner 's insurance and Shellpoint is not resolving the issue. I will have to find new homeowner 's insurance at a much higher rate since it is in Florida which has complex restrictions regarding hurricane inspections. I new have to get the unit re-verified for hurricane protection and pay a higher rate for the life of the loan. This results in many thousands of dollars difference over the course of the mortgage. Additionally, the lender-placed insurance is much higher, but the reason for my insurance being cancelled is because they did not submit payment correctly, despite multiple attempts at contacting them to fix their mistake. BecauseI can not reach ShellpoiXXXX and they are being unresponsive, I am filing this complaint. NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING XXXX # XXXX.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: The loan or account number is not on the documents received from this unknown 3rd party called shellpoint is now trying to foreclose on my home. I have continued to pay the principal on my home, allowed but being ignored by all these financial institutions. I have no idea who this company is, but it needs to cease and desist its illegal practices of trying to take my home. there are 2 addresses- one in XXXX, Mi and one in XXXX, SC. both need to be shut down and investigated for illegal practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-10
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I first refinanced my loan in XX/XX/XXXX with XXXX Mortgage. First I am the creditor. All funds are from XXXX account. I presented to you in a file the loan inception MERS has had my loan as inactive. From that point my loan has been sold and passed to several mortgage companies without my consent and without a contract and sometimes without notice. in XXXX I requested New Rez by sending paperwork and a notice terminate my loan to the CFO. I got no response or rebuttal. I recently sent the papers as usual no response. I have no contact. My loan is being assigned from lender to lender without a contract. No contract no means they can not sell my loan at will. I am the original creditor. New Rez, Shellpoint, XXXX, XXXX and XXXX XXXX XXXX have no authority to sell my loan on the open market. This is alleged conspiracy to commit mortgaged crimes has been and is being carried out for more than 10 years. Neither has a right to do sell between either as I am the creditor. Neither has any paperwork for my mortgage. The sad thing is New Rez is preparing to sell it again between their newly formed company, formed by Shellpoint. This is fraud. I have filed with the IRS to cancel the loan. If I can not get remedy I will file with the Inspector General to see that this matter is stopped. Furthermore I continue to keep a fraudulent loan current under the threat of foreclosure. I have suffered and been injured by these mortgage companies through phone threats, I have had hardships with my family and filed bankruptcy because of this coercion put on me and my family. During which I have lost two son 's and the pressure of the loan has been injurious to my family. No response from them only pay or lose you home. My home is paid for from the time of inception. My credit report had suffered also. No contract no loan. You have my legal paperwork. I command all the money for the loan back and my monthly payment for more than 10 years back and the loan closed. XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94591
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My credit report is showing late payments to SHELLPOINT MORTGAGE XXXX. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or SHELLPOINT MORTGAGEs customer service representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I currently have a mortgage with New Rez/ Shellpoint MTG . The beginning of XXXX I called shellpoint because I had been out of work since XXXX on XXXX XXXX XXXX and new that I would not be able to make the payment by the XXXX of the next month so I called to see what programs were available to avails a 30 days late to my credit. I spoke with a women that informed me I was eligible for the forbearance program and advised that I would get the paperwork to confirm in 7-10 business days on this particular phone called I stresses to the agent how important it was for me to avails a 30 days late and that I was very appreciative for the assistance. A couple days later I got the urge to call and double check the info given and this time I spoke with a gentlemen I explained again that I was trying to a sound a 30 day late to my credit and wanted to confirm I was indeed approve for this program he advised me that I was approved and there were no worries. A couple weeks later I receive an email from my credit monitoring company advising that I had been reported 30 days late on by shellpoint mortgage frustrated and lost I called and spoke with a manager and explained the issue he agreed that I should have been made aware that the forbearance was for the 3 future months and not for the month I was calling in about I was very upset and explained to the manager that my whole reason for calling and being proactive was to avail what had just happened and that I had explained that to not one but two reps he agreed to listen to the phone calls and determine what information was left out and call me back with an update 3-4 weeks passed and I had heard nothing so I called back and was told by a representative that my complaint was not even handles or investigated I was then transferred to another manager I explained the situation she stated she agreed with what I was saying but could not promise the removal of the 30 days late and that I could file a dispute she would put in yet another complaint but just because I was not given the correct information verbally they sent out a letter I never received a letter stating I was in jeopardy of being reported to the credit bureau in fact I didnt receive any letter but a bill asking for payment I am currently awaiting a letter from them that I am suppose to notarize sign and send back giving them permission to move my delinquent payments to a interest deee FHA account that has to be paid back when I sale or refinance I spoke to the company about this on XXXX also a manager as well who confirmed I was eligible the only thing I have received from them is a letter threatening foreclosure and asking for payment even during this most recent forbearance I stayed confused because I always receive bills and demands for payment when I thought the collection period was suppose to stop moral of he story this company did clearly or accurately describe the terms or conditions of this forbearance program through communication with me I have been out of work almost six months due to a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX sometimes I have to call to have the instructions verbalized in their system they should have the many times I called to confirm or make sure things were correct due to my current mental state when it was verbalized to me over the phone more than once that everything was worked out I felt secure only to find out major details were left out of these conversations and I was left to sort Tia out without any help from shell point
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: We have a escrow account from our insurance check the mortgage company who cashed the insurance check they will not send it back to us to get our home repairs done we already had repairs done and that ccompany is waiting to be paid but the mortgage company will not give us the money back to pay the roofing contractor after they completed the work all documents have been sent to newrezllc it's a nightmare dealing with this company we need to know if we should contact a lawyer at this point.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-10
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Ive been trying to get my answers from the original lender XXXX XXXX Ive been lie to mislead for many years and Ive have contacted every gov agency including your agency. And have not been successful. My ex employer and family members are involved and the have been filling wrong unauthorized documents and there are house representative title broker agent involved Ive finally know and have that information and proof of this. XXXX XXXX XXXX the title broker insurance agent was never authorized to work or provide my house with insurance or anything. The XXXX transfer my loan to shellpoint and I believe that there wrongful kicjbacks and they discriminated against me and my household they forced this forclosure and have been retaliating again against me the whole time and Ive have not been able to get reimbursed the fha fees presentations fee inspection fees the insurance fees for fha pmi mi and Hazard insurance thats Ive been paying for years and Ive requested the large amounts in impound and escrow account reimbursed. All the wrongful forclosure fees recorded fees title fees and XXXX XXXX XXXX fees and XXXX XXXX fees and XXXX XXXX XXXX XXXX XXXX fees I want the money and answers of and thes fees and insurance fees reimbursed! Ive believe that my family or ex employer XXXX XXXX attorney has been filing lien and other documents and has stolen my home and now I lost my home to greedy investor and Ive contacted XXXX XXXX to have them give me the informations and answers that I have about the new information that was sent to me from shellpoint newrez Penn financial XXXX XXXX. Theses documents are altered and are falsely reported and lies and I dont know were the actual Came from and no one knows. There large amounts of money inpound accounts and I want reimbursement snd my lien release and my all the money I paid after I was permanently XXXX reimbursement cause XXXX breached the contract and Ive always paid and they failed to pay my insurance and protect my interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A