Date Received: 2024-02-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: Divorce decree required me to remove spouse from loan documents, I had until XX/XX/XXXX. That date has come and passed. Luckily for me I suppose my ex is not pressing me with enforcement of decree at this time. Original application with lender submitted in XXXX, I was told loan was being transferred to another lender and would need to wait until loan was fully " received '' received or processed at new servicer, even thought hey are the same companies '' XXXX and Newrez. XX/XX/XXXX : Submitted application for Assumption XX/XX/XXXX : emailed a request that application had been received and what to expect. XX/XX/XXXX : received an email from " XXXX '' at lender stating a team member would be in contact. XX/XX/XXXX : Emailed lender " All good thanks '' Multiple undocumented phone calls to service center in the interim XX/XX/XXXX : Emailed again request for information XX/XX/XXXX : Called at XXXX request for information the agent stated they do not have any way to communicate with Assumptions department and gave me an email address to contact for info. I informed the agent I intended on filing complaint with CFPB and she then said she would file internal complaint XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84107
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: To whom this may concern My name is XXXX XXXX. I am the oldest daughter of XXXX XXXX, Legal Heir to the Estate of XXXX XXXX and Successor in Interest to said property. I am filing this complaint today against owner, holder, Servicers of the Note and Mortgage account of the account of XXXX XXXX, XXXX XXXX Backed XXXX XXXX XXXX, c/o XXXX XXXX XXXX XXXX XXXX and New Penn Financial , Llc d/b/a Shellpoint Mortgage Servicing also known as Shellpoint Shellpoint has fraudulently administered another Sheriff sale on the Estate of XXXX XXXX without giving any warning to the Rightful owner of the said property, Schedule for XXXX XXXX I found out Friday, XX/XX/XXXX from a strange man calling my phone claiming to want to help me by buy my mothers house Shellpoint illegally post my siblings and I names and telephone number in the local new paper for nonpayment Violating our privacy and leaving us subjected to random calls all through the day and at inappropriate hours of the night, asking personal questions Shellpoint ( CSR ) is still Refusing to communicate with me/ ( XXXX ) about the Estate of XXXX XXXX Mortgage Loan account, saying Im not authorized to get information Mortgage Loan account by sending all time sensitive mail to my deceased grandmothers po box This complaint contains attached documents of proof and my explanation of these events Theres been mishandling of documents No precaution while preparing those documents Details are not carefully analyzed before making decisions Documenting misleading documents with no correction Distorting facts, processing forms with no relevancy to the Estate of XXXX XXXX Mortgage Loan account Not being truthful about required documentation need to gain access and be Confirmed as a Successor in Interest Violations of Privacy Data Breach By not Acknowledging and Confirming my ownership status by XXXX XXXX XXXX Shellpoint and affiliates made me/ XXXX XXXX ) oppressed and prevented me from having the same opportunities, freedom and benefits that other homeowners had during the Covid-19 Pandemic. Instead of helping Shellpoint used my lost of my Grandmother, hardships and disadvantages to administer a Sheriff Sale on the home I lived and paid the bills in and for way longer they have been Servicing the Mortgage Loan of The Estate of XXXX XXXX XXXX ( XXXX ) also feel like Shellpoint has tied and bound my hands Preventing me from honoring my Mothers wishes Preventing me from moving forward and acting freely to facilitate my obligations to the said property With Regard XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19802
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: In regards to newrez/ShellPoint Mortgage -We applied for PMI cancelation XX/XX/XXXX. Our monthly PMI is {$210.00} which seems astronomical. We submitted a list of improvements and paid {$190.00} for an appraisal. XXXXWe finally received written confirmation from the company, NewRez, that PMI would be cancelled XX/XX/XXXX. -I reached out in XXXX and was told PMI would be removed and our mortgage payment adjusted XX/XX/XXXX. This did not occur. -I reached back out XX/XX/XXXX and was told the payment would be adjusted for XXXX and I should check back XX/XX/XXXX to confirm. -I reached out XX/XX/XXXX and was told the PMI removal request is still under process. I was told, " As checked the PMI task cancelled as your loan is less than 2 years old. you must submit a list of improvements. These are not our guidelines, these are XXXX XXXX. Loans that are less than 2 years old must have had substantial improvements to the property. Meaning updated bathroom, kitchen etc. '' -As previously noted I had already done this and was approved for PMI cancellation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97211
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: NEW REZ-SHELL POINT is reporting late payments for account number XXXX and have failed to provide proof of late payments. XXXX : XX/XX/XXXX : XXXX, XXXX, XXXX, XX/XX/XXXX : XXXX, XXXX I demand you to furnish evidence that your reporting mechanism is not defaulted or there is no default in your reporting mechanism. It is an unfair act for late payments to be reported. It is a violation of the law, invasion on privacy, Pursuant to 16 CFR 444.4 an Unfair act of practice Pursuant to FDCPA Late payments must be verified/ validated prior to them being placed on a consumers report. Please furnish evidence and proof not statements on how you verified the debt. Statements are hearsay in the court of law. Who did you speak to? My finger prints? Original contract? License number? Wet ink signature? Please do not send any statements. I will question the authenticity of any statements sent. I demand removal for failure to produce the original contract. It is alleged debt until it can be proven. With no supporting evidence it must come off the report. Please move forward with the above request. Failure to complete request I will sue for each violation not limited to but including reporting information without my consent, invading my privacy, and defamation of character under permissible purpose ( 15 usc 1681 )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My mortgage is with Shellpoint Mortgage I am on the XXXX XXXX plan. I make XXXX payments every 2 weeks of {$2000.00} so that accounts for 2 extra payments to equal one full payment to help pay off a mortgage debt faster. ( Total monthly mtg payment {$4000.00} monthly ) The months with 3 payments are XXXX and XXXX. The payments I made in XX/XX/XXXX were ... XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. the first 2 payments went to the regular mortgage payment and the 3rd payment should have been applied to ... PRINCIPAL>ONLY. I called XXXX, XX/XX/XXXX and XX/XX/XXXX ( XXXX ) Each time i was told it would get re-allocated to the Principal only part of the mortgage. I recently found out that the first 2 calls the person did not do anything and the 3rd and 4th calls said I would have to wait until next month which i think is CRAZY! I should not have to call 4x for something that is supposed to happen automatically. This bank and this situation needs to be investigated.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 108XX
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Shellpoint has been taking an excess amount of escrow for property taxes. Despite my tax bill of {$2200.00} already having been paid in XX/XX/2023, they have retained {$22000.00} of my property tax money for XXXX. Here is a screenshot with all the numbers : XXXX XXXX XXXX I have asked for an escrow analysis and refund pursuant to Shellpoint 's own published policies. I requested it 6 times but they won't respond with any indication of when they will release our escrow funds. They are holding them past the date in their policy, which you can see here : XXXX XXXX XXXX I sent multiple messages on their system but they don't offer consumers a copy of the messages so I don't have the dates or message content. But they should have it. I also called multiple times and spoke to reps on a recorded line, and the reps said they'd ask for an escrow review -- but I never heard back. All I got were two letters saying the company is looking into my request. Thanks for your help. We need our money which is rightfully ours.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34110
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Currently in a active loss mitigation plan and have a single point of contact who has not contacted me or barely answer any emails. Been working with a HUD approved counselor, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I received a letter that my home was being sold on XX/XX/2024 through foreclosure but have not received anything that my loss mitigation plan was denied. I received the letter from attorneys on XX/XX/2024 and received a letter from Shellpoint/Newrez on XX/XX/2024 about needed more information for loss mitigations to schedule a repayment plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 252XX
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XX/XX/XXXX Our home changed mortgage service providers to Newrez. XX/XX/XXXX Newrez had failed to my Homeowners insurance from escrow and applied their own insurance to the property. XX/XX/XXXX Newrez sent past due insurance and previous insurance was reinstated. Received letter in mail XX/XX/XXXX that Newrez again failed to pay homeowners insurance from escrow and insurance would be canceled XX/XX/XXXX. Had to spend the next 2 hours between the insurance provider and Newrez. I have no reason to believe Newrez will correct this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I was approved for a VA loan and bought my house in XX/XX/year>. Since then, my VA loan has been moved around 3 times. Not only does this lower credit score as my credit history is being shortened without my consent, but it has made building a rapport with my mortgage company impossible. My VA loan is currently managed by Newrez LLC - XXXX, Texas according to my end of year statement and my monthly statement. Since the day my account was originally purchased by them, I do not have online access to my account. I can login but I can not make payments, change any information, access any documents. I login and any link that I click on kicks back an error. I should be able to click on Account Details to bring me to a Dashboard for all the options to service my loan. I have never once been able to access the dashboard. I have emailed IT, called IT, escalated the situation within the company, contacted BBB and repeatedly get the same response. They keep saying the problem is on my end. XXXX. I have tried from multiple devices ie : phone, desktops, laptops, tablets and on multiple networks ie : data, wired, wifi and public access. XXXX. I have found several complaints from other people indicating the same exact problem. As a XXXX XXXX XXXX that earned this loan by deploying to combat for my country, this situation has me devastated. I am offended, sad, and disgusted at this point in time. I don't know where else to turn with this issue. These people have been completely unhelpful, unprofessional and have shown no interest in correcting this issue as it has been this way since day one ( I can't even tell you an exact date as to how long I have been dealing with this because I can not access this information on my account ). Upon receipt of XXXX transcript from XXXX, it indicated if the issue still wasn't resolved to call back. She never answered my calls or called me back again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 148XX
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XXXX XXXX XXXX I received a letter via mail that my mortgage company needed a copy of my hazard insurance. I submitted it via their website immediately and did not hear back until XXXX asking for the same thing. At that point I contacted my insurance broker to verify I sent the correct thing and I had. My broker then submitted a copy of my policy via their website and fax. I again sent it myself as well via website, fax and I mailed a copy. XXXX, I received the same letter. Again, my insurance broker and I submitted my policy via their website and fax. Even the management company for my XXXX attempted to send my policy in the same manner. I did not hear anything again, so I thought they had gotten what they had needed finally. Then on XXXX I went to the New Rez website to pay my bill as normal and noticed my escrow amount was off. When I looked into it New Rez has purchased a hazard insurance policy and has been billing me for it. As I began to look through my statements I saw : XXXXXX/XX/XXXX Lender Placed Hazard Disbursement {$120.00}, XX/XX/XXXX Lender Placed Hazard Disbursement {$42.00}, XX/XX/XXXX Lender Placed Hazard Disbursement {$42.00}, XX/XX/XXXXXXXX Lender Placed Hazard Disbursement XXXX XXXX Hazard Disbursement {$310.00}, XX/XX/XXXXXXXX Lender Placed Hazard Disbursement {$43.00}. I messaged new rez via their message area on their website twice on XX/XX/XXXXXXXX Again on XX/XX/XXXX and a 4th time on XX/XX/XXXX. I have not received any sort of response. I also filed a complaint with the XXXX XXXX XXXX : Complaint ID : XXXX. New Rez has not responded to the XXXX either. Now I see on my next billing statement they are increasing my house payment due to this but at the same time never responding to any of my messages. I have literally done everything but fly to their state and hand the insurance policies to them personally. They are bold faced ignoring me and the XXXX. I don't know what else I can do. I am a one income household, and I can not afford for them to not only be stealing from me, but they are increasing my house payment due to their error and refusing to acknowledge or correct this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 41042
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A