Date Received: 2023-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Filed for a VA mortgage, XX/XX/2023, no money down due to closing of old home and after closing of the new home. Also selling short-term rental condo in XXXX XXXX XXXX XXXX Fl. Intention of using proceeds from sale to recast our mortgage within 2 months of closing and lowering our monthly payment. This attractive feature and having between $ XXXX $ XXXX was the main reason for applying for the mortgage with New Rez. Purchased {$470000.00} home and approved for such, again with recasting loan within first 60 days. Never told of any restrictions. Paid first mortgage XX/XX/2023 called New Rez for re-cast instructions on how and where to send monies. We were given an address to wire money. Thank God our current bank which holds our money would not let us wire such a big amount of money, based on verbal instructions to be sent via email and because of the XX/XX/XXXX holiday we were told we had to wait XXXX hours before they could send email. Again, no restrictions. third phone call to New Rez several days after not receiving wire instructions. This person said they would take care of not only advising the correct department of our intentions but promised to email wire instructions. She affirmed we would be good candidates for recast. Again no restrictions. She told us it could take up to XXXX weeks to receive a letter of approval. Ok, XXXX phone call. Rude lady who told us we can not recast VA mortgage. News to us. Said we would receive a letter of denial. NEVER RECEIVED! Got our mortgage broker involved. She is told nothing. New Rez does not return calls nor do they share any information. XXXX finds out New Rez sold loan and new company not accepting recast. Never were we advised of this. Now we have a $ 3268 monthly payment which could bankrupt us. Solution suggested refinance which sill cost us fees and higher interest rate. Someone needs to fix this and make good on the money we have to spend. Help, please. Make New Rez recast our loan so we can lower our monthly payment. XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Tn. XXXX New Rez account # XXXX
Company Response:
State: TN
Zip: 37087
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In have Mortgage with Shelllpoint Mortgage Services and I have notified them multiple times since late payment have been noted on my account. I have sent bank statements, several letters and multiple calls with no response. My account was paid in good faith on time with use of XXXX XXXX which impacted dates payments were reported. The following months include XXXX, XXXX, XXXX, XXXX, XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33071
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE ; LOAN # XXXX - SHELLPOINT please help with shellpoint mortgage, it is now over 90 days that shellpoint keeps adding home insurance to my monthly mortgage payment causing to show in default. Shellpoint know my home insurance gets paid thru my home owners association yearly and a copy was provided to them. Now shellpoint refuses to remove the insurance that was placed without my authorization and placing my mortgage payment back to the original payment after i provided the supporting documentation to show i have valid. Please help me since shellpoint keeps playing games every single year addding insurance to my payment and causing to show behind when i have made all my mortgage payments on time. this is really getting out of control.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90802
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company continues to misappropriate my account to point of not noting the account timely to garner additional fees. The payment for XX/XX/2023 was sent overnight mail on XX/XX/2023, and the money order was cashed/posted XX/XX/2023. The payment for XX/XX/2023 was sent overnight mail on XX/XX/2023, and the money order was cashed/posted until XX/XX/2023. The payment for XX/XX/2023 was sent overnight mail on XXXX XXXX, 2023 and the money order was cashed/posted until XX/XX/2023. The payment for XX/XX/2023 was sent overnight on XX/XX/2023, and the money order was cashed/posted XX/XX/2023. They payment for XX/XX/2023 was sent overnight on XX/XX/2023, and the money order was cashed/posted on XX/XX/2023. The payment for XX/XX/2023 was sent overnight XX/XX/2023, and the money order was cashed/posted on XX/XX/2023. The payment for XX/XX/2023 was sent overnight XX/XX/2023, and the money order was cashed/posted on XX/XX/2023. No payment has been late nor missed so the information they have provided is not accurate. This is indicative of the issues with this company. They payment is sent and they do not pick it up or post it timely which results in what they alleged are late payments. Secondly, the XXXX XXXX monies are supposed to provide to all homeowners and in this case, XXXX has XXXX multiple errors since obtaining my account from XXXX, which is now a defunct company. Regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60559
Submitted Via: Web
Date Sent: 2023-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was going to be put on a temporary furlough with my company stating XX/XX/XXXX - XX/XX/XXXX. When I contacted on the phone my mortgage company, NewRez, in XXXX, they informed me that don't worry about making the XXXX payment after I explained my situation and that I will receive more information from them about Forbearance. My next point of contact ended up being XXXX who works for their debt collection part of the company. He informed me that in order to file for forbearance our account has to be behind a payment, so I didn't make any payment in XXXX. He told me I needed to wait until XX/XX/XXXX to request forbearance. So I did, as they told me to. They reported our account to be delinquent to the credit bureau resulting in our credit going down XXXX points. They never once mentioned that they would be reporting us delinquent, they sent information that showed that but not until AFTER I did what they told me to do for the forbearance. Not once in my contact with XXXX did he mentioned the reporting of our account being delinquent or that it could affect our credit score if we did not make XXXX 's payment, which they basically told us not to do so they can put in forbearance. I was working with them at the end of XXXX, they knew the dates and the only thing I asked was to get help with XXXX. They put in the request XX/XX/XXXX and didn't start our forbearance until XX/XX/XXXX. So the only months we needed help with, they didn't even help and are now going to be reporting our account again for XXXX as we don't have the funds to fully pay XXXX 's mortgage. " XXXX. Non-delinquent borrowers were denied forbearance Under the CARES Act, forbearance has been open to borrowers who are current on their mortgages, but some applicants were told that only delinquent borrowers were eligible for it. As a result, some borrowers were instructed to only apply for forbearance after missing a mortgage payment. That was truly bad advice, because even a single delinquent payment could result in significant credit score damage. '' This is exactly what they had us do. So we are now about to get hit with a SECOND delinquency to the credit bureau.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98038
Submitted Via: Web
Date Sent: 2023-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2022, I missed my 1st mortgage payment. I contacted my servicer before I missed my payment, they refused to help me. In XX/XX/2022, I was able to make my payment, but they wanted 2 months + fees. I told them I couldnt make that since I was recovering from a hardship. They pretended to consider me for loss mitigation, its been 8 month and I still havent received any response towards their decision. I know they delayed me on purpose because I applied for HAF. When I was denied due to amount of my total home loan, they switched my caseworker and the pretending started over. My monthly payment is {$7100.00}. I have given them the same paperwork each month and expressed my health issues due to the distress they have caused me. I now owe over {$60000.00} because they kept ignoring and delaying me. I feel like Im being mistreated because Im a minority women.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2023-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A few months back, Shellpoint Mortgage Servicing notified me that my lender place insurance had increased to {$3400.00} from the {$1700.00} that it cost me last year. As a result, I bought insurance out of my pocket from XXXX XXXX to cover my property for the period of XXXX. For some reason, Shellpoint continues to use this {$3400.00} in its calculations including future project calculations, in addition to some bogus numbers. As a result, it overcharged me. I tried to contact Shellpoint on this issue on several occasions, and every time they ran a new escrow for me, my total monthly payment kept on going up and up. And, right now, they said that I owed them {$3000.00}. And my monthly payment went up from {$2100.00} to {$2600.00}.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2023-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan # XXXX This loan is currently by Shellpoint serving company, It was previously by XXXX XXXX and they sold it to Shellpoint, They did request to show proof of XXXX XXXX XXXX XXXX policy that i did provide to them in time, and now they requested from the previous year, And i don't that the papers in my file since it's over a year since it was the effect, XXXX XXXX did have that policy showing that it was insurance in place but they did not transfer that doc however they forced me to pay insurance for the last year although i had always insurance in place, there is no guideline I have to keep all policy 's from the prior year in my file
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10952
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am sincerely concerned and frustrated with the difficulties I have encountered while attempting to catch up on my mortgage payments, particularly in light of the challenges posed by the XXXX pandemic. Unfortunately, during the pandemic, I fell behind on my mortgage payments due to unforeseen circumstances. I had health issues and XXXX. However, I am currently employed full-time and have a stable income that enables me to meet my regular payment obligations, given the opportunity to catch up on the arrears. Despite my earnest efforts to find a resolution, I have faced significant obstacles when attempting to make arrangements with my mortgage company. My multiple attempts to discuss and negotiate a suitable plan to catch up on the missed payments were met with refusal, which has only compounded the financial strain and uncertainty I am experiencing. I am willing and committed to making amends for the missed payments if given the chance. I seek your help in communication with the mortgage company to get them to understand and allow me to rectify the arrears over an agreed-upon timeframe. Please help me keep my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shell Point mortgage servicing is servicing my mortgage. I wish to pay it off 5 years early. However, they refuse to give me the correct payoff as per the contract. And expect me to pay all interest for entirety of loan no matter when I paid off. This was a 30 year Fixed rate mortgage with no prepayment penalties. They are basically telling me to XXXX them. Which will cost me more than XXXX they are trying to steal from me. I believe this is extortion and should be investigated
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 853XX
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A