Date Received: 2023-09-07
Issue: Trouble during payment process
Subissue: Lien release
Consumer Complaint: Took out home equity loan XX/XX/XXXX with XXXX XXXX XXXX XXXX XXXX {$50000.00} in Delaware, XXXX XXXX. XXXX XXXX. This loan was refinanced into XXXX and combined with our home loan, but the satisfaction for the prior mortgage was never received. The company had been sold multiple times and now our home mortgage lender, Shellpoint is saying that we owe them the {$50000.00} in order to release the lien- since we sold the property. I found a letter from XXXX from XXXX XXXX XXXX that had a certificate of assignment on this mortgage. The letter said that there was included a satisfaction for the original HELOC but I can not find the satisfaction. Neither of these companies would respond to my request for the document and have been sold multiple times. The only recorded assignment I found was to XXXX XXXX that sent me a release I CAN NOT find. I do not think that we owe this debt as there is no valid lien for Shellpoint. I need help! The property was sold/transferred to new owner XX/XX/XXXX. Shellpoint provided a payoff for the original mortgage and now they are saying we owe them {$50000.00} more. There is no evidence of this debt with them or anyone. - It's so old i don't even have the original loan number.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage insurance payment was due on XX/XX/2023, but Newrez, XXXX XXXX Shellpoint Mortgage didn't mail the payment until XX/XX/XXXX. They stated that they didn't received the renewal notice until XX/XX/XXXX. I received my renewal notice approximately XX/XX/XXXX or XX/XX/XXXX. They also stated they reach out to my agent XXXX XXXX at XXXX to get a physical address to mail the payment but didn't receive an answer. However, XXXX XXXX XXXX phone number XXXX is listed on the renewal notice. My agent mailed a letter dated XX/XX/XXXX stating the payment had not been received, but I was working out of town and didn't received until I returned home on XX/XX/XXXX. No one never reached out to me via phone regarding the matter, as mail can get caught up or lost frequently. The payment wasn't received by XXXX XXXX ( XXXX XXXX ) until XX/XX/XXXX resulting in my policy being cancelled. However, the check was cashed by XXXX XXXX ( XXXX XXXX ). I received a check for the payment reimbursement dated XX/XX/XXXX. On XX/XX/XXXX, I reached out to Newrez, XXXX XXXX and XXXX XXXX but I was told by all agencies there is nothing that they can be done. XXXX XXXX has stop writing policies in my parish and state. Trying to get homeowners coverage in my area is like trying to find a needle in a haystack. I am being penalized for an error that is beyond my control. My question would be why are we ( consumers ) need an escrow account if payments are not going to be made on time and it ends up costing us more money. This is unfair on all levels and this type of practice needs to be swiftly dealt with. Thank you in advance for your help, it's greatly appreciated! Regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70072
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: Sir or mam, My name is XXXX XXXX and I currently have a VA loan with the Newrez mortgage company with a 2 % interest rate. Due to my recent divorce I have been trying to remove my ex-wife from the mortgage through the assumptions process. This process will allow the rate to stay the same and allow my wife and I to save thousands of dollars. Because my loan is a federally backed loan it is eligible for an assumption and is usually granted. If I am forced to refinance, my mortgage will nearly triple and I will be unable to afford my home and hold on to the one thing that hasn't changed for my XXXX XXXX XXXX son. A simple answer would be to sell the home but due to my job I have to reside in the city. According to the Newrez website this process takes 6 to 8 weeks. I have been trying to get it approved for 8 months now with hardly a word from the mortgage company. They do not have a phone number for the assumptions department and only correspond through email. Because of this, they answer you at their will without any regard for peoples lives. I received an email from them on XX/XX/XXXX stating they would approve the assumption but I can not take out an equity loan to pay my wife her share of the equity and I can not borrow the money from anywhere. I certainly do not have XXXX sitting around that I do not know what to do with. I have come to the conclusion that Newrez purposely drags there feet until you give up and refinance anyway. They continue to do this while sending me emails daily asking me to take out an equity line as I have XXXX in equity in my home. At this point I am stuck and do not know what to do. I am hoping exposing them will stop them from leaving peoples lives in the balance. My ex-wife is currently unable to purchase a new home until I can remove her from my mortgage and give her share of the equity of the home. Myself, my ex-wife, and most importantly my son have been through enough during this process and I don't think its right that a mortgage company can hold us up from moving on with our lives. I am hoping this story interests you and you can help in some way. Thank You, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02131
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I'm again extending complaints XXXX and XXXX with NewRez as we have just experienced another, incremental issue with our mortgage payment process. According to the website, we are set to have automatic payments continue with our XXXX XXXX account. Since the principal adjustment was made today on XXXX with the second unexpected debit on XXXX, the next one is set to pull XXXX. However, we are also in receipt of a letter dated XX/XX/25 saying our automatic payments are cancelled for " other '' reason. Given NewRez ' website 's history of not showing accurate information, we are now completely unclear if our automatic payment will proceed as expected or is actually cancelled. Once again, we see conflicting information on the status of our mortgage payment from NewRez, which I believe places them in violation of federal law and makes it more likely that we will experience another error, which will result in more fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22310
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Hello, I have a mortgage thats serviced through shellpoint mortgage ( https : //www.shellpointmtg.com/ ). In XX/XX/2023, my bank XXXX XXXX XXXX froze my account because of a security alert ( I was making XXXX payment to someone and that triggered a security alert ). And unfortunately my bank did not inform me that because the account was frozen they returned the shellpoint mortgage payment request. But, on XX/XX/XXXX when shellpoint mortgage contacted me to tell me that they did not receive payment. Then in XXXX, the payment again did not go and when the shellpoint agent called me, he explained to me that once a bank refuses payment the recurring payments do not go through and that I have to set up recurring payment again and for that reason they reversed the late fee for XXXX. So again I promptly made the payment and setup the automatic recurring payment on their website again. They told me once the payment has successfully gone through callback and they will take this late payment because its the site fault that gives the customers an impression that their auto recurring payments are set. I did not get a chance to callback for getting the late fees removed but then in XXXX and again in XXXX same thing happened. Even though I am setup for auto payment on the website as shown in the screenshots, the payments do not go through. Shellpoint mortgage because of fault on their website is charging customers late fees and then not willing to work with the customer to remedy the situation. XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 94506
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My account was in arear and I applied to the NYS Housing Assistance for help and on XXXX XXXX NYS sent a wire [ check ] to my mortgage company ShellPoint Mortgage in the amount of XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX. ) to be applied to my account. I called Shell and ask for my credit to be updated and was told that would be updated on XX/XX/2023. Today I pulled my credit and was surprised to see the in accurate information that was reported to the credit bureau. It states that I am 120 days late and that my balance has been increase to {$220000.00}. As a result XXXX XXXX has closed my account.I find this deceptive because each month they report my credit to the burau but nothing like this. Why when a payment is made something like this could happen. Please I am asking you for help because I have no one advocating for me. Please see attached from the credit bureau. Thank you. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11550
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: NewRez is egaged in fruaglent lending practice. They NewRez discrimination by not allowing all of my income to be disclosed. NewRez saud my XXXX XXXX could not be counted when the Federal Government allows it on my taxes. I would like an investigation
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: NewRez is egaged in fruaglent lending practice. They NewRez discrimination by not allowing all of my income to be disclosed. NewRez XXXX my political job could not be counted when the Federal Government allows it on my taxes. I would like an investigation
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
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 NR/SMSXXXX 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 MORTGAGE 's customer service representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Dear Consumer Financial Protection Bureau, I'm writing to demand a complete escrow account audit from Shellpoint Mortgage Servicing. This audit is concerning a title issue on my property. It has been an ongoing since XXXX. The mortgage in question would have been paid off in XX/XX/XXXX but the loan servers could not release the mortgage and note Stamped paid in full. On XX/XX/XXXX I sent a certified letter to XXXX regarding my attempt to make a complete payoff on XX/XX/XXXX. They couldnt release the mortgage. Instead of correcting the title issue, they sold something they could not correct to another servicing company. Please see letter dated XX/XX/XXXX from XXXX XXXX. ( Exhibit A ) concerning corrective assignment of mortgage. Please see attached loan statement from XXXX XXXX dated XX/XX/XXXX. ( Exhibit B ) Interest in the amount of {$90000.00}, deferred late fees, {$2700.00}. XXXX paid expenses {$800.00} escrow advances {$7900.00}. county recording fees {$41.00} I am demanding Shellpoint to show me what was recorded for {$41.00}. See Shellpoint mortgage statement dated XX/XX/XXXX. Current escrow balance - {$15000.00}. county tax bill XXXX for {$1500.00} ( Exhibit C ) I paid my county land tax bill for 30 years. Why did they pay it? I want a complete audit on all county land tax payments made by Shellpoint mortgage servicing from XX/XX/XXXX to XX/XX/XXXX. Shellpoint sent me certified mail dated XX/XX/XXXX with a note with only XXXX endorsements. ( Exhibit D ) These are our requests, 1. I am demanding Shellpoint to show me what recording fee of {$41.00} was for. 2. I am asking CFPB to have Shellpoint itemize completely the previous server, XXXX XXXX escrow fees, and interest fees. 3. I am asking CFPB do you have Shellpoint itemize {$15000.00} escrow fees and all XXXX XXXX land tax bill from XX/XX/XXXX to XX/XX/XXXX XXXX. I want the consumer financial protection bureau to have Shellpoint explain the certified mail they sent me dated XX/XX/XXXX with the note that could not be paid off XX/XX/XXXX. Sincerely, XXXX XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A