Date Received: 2023-05-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I previously filed a complaint with CFPB, the company replied and I was doing a response to their response but you have closed that prior complaint for some reason. Nothing was resolved. I attempted to call the person on the response as it was directed, but to no surprise, they failed to respond so I am filing again here.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ive been having trouble with NewRez for the last past 2 years now. Back when interest rates were 2 % I went through a refi process for months just to be given the run around. A few months ago I had requested to manage my escrow account & they requested proof of my insurance in order to relinquish it as well as a written request. I submitted both & received a letter stating that I couldnt manage my account because it hasnt been active for 12 months though Ive owned my home for nearly 6 years now. After giving up on that process I now am dealing with PMI issues. Before my payment on XX/XX/XXXX I had called to verify that if I made an additional payment of $ XXXX onto just my principal ( which will give me above 20 % equity ) would PMI automatically be removed. The agent confirmed that it would so i proceeded with the payment just to see PMI still being charged to my account. I called again on XX/XX/10 & this agent stated that I needed to submit a request in order to remove PMI & that she would process that for me. While on the phone with her, I also addressed that I received a letter in the mail stating that if I dont provide proof of insurance one will be provided & charged at my expense. As stated above, I provided that when trying to get control of my escrow! She was able to provide me with the information needed to navigate but in all honesty Im tired of battling this company. NewRez agents in the past had no idea what they were doing or talking about & are trying to extract every XXXX out of me. Every time I try to save money or move in a direction thats in my benefit, they hinder me in order to continue to steal from me. Im aggressively trying to pay off my loan to escape this dumpster fire of a company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60625
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am curranty in litigation with shellpoint mortgage servicing for the past 8 years. I have not changed my email, phone or address in 20 years. My XXXX XXXX XXXX parents, war hero father, was called by XXXX XXXX XXXX and a man name XXXX XXXX. He said he was trying to locate me as he was allowed to reach out to family members in order to find me. He was rude and verbally abusive to them. I called back this morning ( after seeing a missed call from yesterday ), and I spoke to XXXX XXXX and he explained that Shellpoint hired him to find me and he was a skip tracer. He then became rude and verbally abusive to me as well even tho I quickly explained that I had an attorney to protect me in this matter and all calls should be directed to him. I then called Shellpoint and was told that they never hired him to do this. Another lie. Shellpoint sent people to my house to leave notices and when I was outside for two of those occurrences, I asked the person who they were and they simply said - pay your mortgage, dirt bag. They denied that, too. It's just very curious to me that all these people show up on shellpoint 's behalf for absolutely no reason. They spend their own time calling me and coming to my house for free? STOP SHELLPOINT FROM ABUSING PEOPLE. DO YOUR JOBS!! If anything were to happen to my dad because of this, Shellpoint will be liable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, our names are XXXX XXXX XXXX and XXXX XXXX. We are placing this complaint because we are having some issues with our mortgage bank ( SHELLPOINT MORTGAGE SERVICING ). Its about an imposed charge for extra coverage on our escrow account. That had happened last year with the amount of XXXX $ ( see attached table on XX/XX/XXXX ) ; that was then when everything started. We received some letters regarding our propertys hazard insurance. We took the letters to our insurance agent ( XXXX XXXX XXXX, XXXX, his name is XXXX XXXX. At that time, we were able to provide them with the master policy from the townhouse retroactively for 4 years ( XXXX, XXXX, XXXX, XXXX ) because they were charging us for all these years backwards.They reviewed and recalculated my escrow accordingly by XX/XX/XXXX ( see attached table ). The thing is that when we thought that everything was resolved, they started again in XXXX, XXXX. They sent us another letter. This time they were requesting an HO6 for extra coverage ; and again, they wanted it retroactively up to XXXX, XXXX, XXXX. We sent them a policy we bought through our insurance agent ( XXXX XXXX ). At first, they didnt want to include it on my escrow, so they didnt accept it on XXXX, XXXX when I sent it. Later, they accepted it, but it was too late because, once again, they bought an insurance and disbursed $ XXXX on XXXX XX/XX/XXXX and {$330.00} on XX/XX/XXXX respectively. As you can see on the attached table on XX/XX/XXXX, we sent our policy through our agent and this time it was accepted. We called several times spending so much valuable time over the phone without success. They said they are NOT going to reimburse ( XXXX $ ) that money back into our escrow because they are arguing that they had sent me letters regarding that issue in the past, which is not true. By the way, that was the very first time they requested that type of insurance ( HO6 ) because the previous times they were referring to the hazard insurance ; and we accordingly took care of that. My agent, XXXX keeps in records all the letters. Here, I am attaching this table so that you can better understand our request. Please, advise I am really disappointed with this Bank. I really want to solve this issue because it is so unfair. This is a mess! They have just Increased our mortgage payment by more than {$400.00} a month until XXXX because the escrow account is in negative balance for up to {$4000.00}. Please, take your time to review this for us because we are done dealing with this bank. Please, advise Thank you in advance. Best Regards, XXXX XXXX. XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33183
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX, my escrow account was RE-evaluated. In that, the mortgage company added in an estimate for insurance they would be paying on my behalf, in violation of the closing documents. This caused my escrow payment to increase, as well as my mortgage payment. I called the first week of XXXX when I received the letter informing me of the increase, and was told ( on a recorded-by-them line ) that I was going to have to ask my insurance company for a refund because the mortgage company was absolutely going to buy insurance on my behalf. I then spoke to the insurance department who stated they had no record of me carrying insurance ( despite documentation of policies and coverage being included at closing ). I submitted copies of all policies to all 3 email addresses provided me, with no response. I called my insurance broker to inquire if they had been in contact with the mortgage company, and they provided a list of dates where the mortgage company had reached out and they had responded with documents. They also resubmitted all documents for all policies. I called the mortgage company again today, and the escrow department stated they showed no insurance coverage, so they transferred me to the insurance department who was confused because they see sufficient current coverage through 2024. So back to the Escrow department, where they can now see the coverage and the incorrect impounding for insurance coverage. The escrow department proceeds to tell me that everything we can do to correct this error for you has already been done, but for some reason it hasnt changed. There is a system issue causing a problem. The escrow department then suggested I log into the website and open a complaint on the contact us section, and upload any supporting documentation I have that would help them resolve the issue. Meanwhile, I am being asked to *pay more into their accounts than I contractually have to* because of a system error that they can not resolve, with the only remedy available to me is to resubmit everything they already have in their possession and have determined is in order, so they can research this further. To recap, they are demanding more money than they rightfully can per the closing documents ; they have investigated and determined that they are in the wrong, and they should not be doing this, per documentation in their possession ; the only remedy available is for *Me* to re-submit all supporting documentation of their error so it can be investigated.
Company Response: Company believes complaint is the result of an isolated error
State: NH
Zip: 03053
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2022, I was notified by XXXX XXXX that beginning XX/XX/2022 my mortgage loan servicer would be Shell Point. Per the letter notification I began making remitting my payment to Shell Point. I recently pulled my credit report and Shell Point is report mortgage late payments for the months of XXXX, XXXX and XX/XX/2022. This is a RESPA Violation, as my payment was not late. I am refinancing my loan and have been denied due to Shell Points erroneous credit reporting. I have reach out to Shell Point requesting a letter that I was not late. I also requested then to correct the error with the three Credit Bureaus. I have not received any response for Shell Point. The situation is adversely affecting my ability to refinance my mortgage loan. Thank you, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92675
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We received forbearance notification during the Covid. We did accept it. Before the end of the forbearance, we received an attempt for foreclosure ; as we were unable to pay the past due amount requested by XXXX XXXX XXXXXXXX and to avoid to loose our home we applied for HAF ( Home owner Assistant Fund ) meanwhile the mortgage was sold to Shell point. We got approved with a grant for {$17000.00} by Haf and the fund was disbursed to the new Mortgage company called Shell point. We never received any notification from Shell point UNTIL TODAY that they received any fund on our behalf. Even today no single sign or letter of this transaction in our statement. We learned all these after multiple phone calls with HAF. Later on we learned the fund was disbursed multiple times to Shell point and they return back multiple without informing us. Before the fund was disbursed Shell point knew with certainty we were approved for the Grant and convinced us to sign a deferment. Shell point stated that the fund will be applied to the account even though we signed the deferment they added there is no penalty for early payment.
Company Response:
State: MD
Zip: 20740
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: On two separate occasions, Shellpoint offered me a loan modification that consisted of an amount, an interest rate and a monthly payment. No amounts were explained and no late fees were mentioned. The first offer came in XXXX, 8 years after XXXX XXXX XXXX caused default. Some of the interest on an enforceable contract would have become uncollectable, but the amount they were requiring me to affirm was XXXX and the note was XXXX so almost half of the amount was for undisclosed amounts that they expected me to blindly affirm. They made the offer and although I did not accept, they reported this new amount to the credit bureau and prevented me from obtaining a new loan to pay off what I actually owed at the time. Falsely reporting my debt, the amount and harming me by bringing down my credit score and preventing me from reinstatement. The second mod offer came in XXXX and was for XXXX, again, 10 years after XXXX Caused default- refused to explain how that amount was derived and tried to force me into affirming an amount that I did not owe. Then at one of the hearings, Shellpoint 's attorneys required me to submit financials for myself and my husband. XXXX XXXX XXXX also required me to include him. HE WAS NEVER ON THE NOTE! How is this not breach of contract? How is it legal to require me to add someone to a mortgage that was never financially responsible? When I spoke up, I was asked not to speak. My rights have never mattered in this entire case. Then in XXXX Shellpoint sent my attorney a pay off letter that was showing I owed upwards of XXXX, stating that : Principal Balance {$310000.00} Interest To XX/XX/XXXX {$220000.00} Clearly attempting to collect time barred debt and trying to confuse and coerce a consumer into signing off on amounts they DO NOT OWE. I recently went to their website and requested a new payoff. While I have yet to receive it, I can see that the interest has fallen off and all they are asking for is the XXXX of the original note and the escrow and legal fees. Had this been the offer all along I would have been able to reinstate. Shellpoint harmed me by not reporting true and correct amounts and then using this information to claim my house. Three entities have reported this loan against me, XXXX as servicer and listing XXXX XXXX as CREDITOR, Shellpoint listing themselves as creditor and another company I never heard of or ever paid, Homeward Residential also reported that they were a creditor. As a consumer, I have a right to the facts and those facts have clearly been concealed leaving me unprotected and vulnerable to claims that are false. Shellpoint can not be a holder in due course if they came by the debt after default. If XXXX XXXX gives them right to be a HOLDER, then that should NOT be concealed. Because right now as this case stands, XXXX XXXX says they are not a party and Shellpoint was awarded summary judgement XX/XX/XXXX on their behalf - or were they??? Because it's absolutely unclear to me- who is the injured party here??? IS SHELLPOINT A DEBT COLLECTOR IF THEY CAME INTO POSSESSION 6 YEARS AFTER DEFAULT??? Is that why they were allowed to include the debt in the loan modification? Because now it looks like they are a servicer foreclosing on behalf of an interested party with no interest. It seems as though Shellpoint was acting as both in this case. A definitive answer is requested.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Every year my mortgage company, Newrez, is sent proof that I have flood insurance, and every year they pretend they didn't get it and charge me for forced flood insurance. And then, if I don't catch it, I just continue to be charged. When I called to talk to someone about it, their employee told me that it happens all the time and the only way I can make sure it doesn't happen is to physically sit on the phone with someone while they check the email or fax and enter it into the computer. This is so frustrating, and I do not understand how they are able to continuously charge me for something that I did not ask for, and do not need. This seems like a shady way for them to steal money on the chance that people don't realize they're being charged. Something needs to be done about this. I've never had this issue with any other mortgage company.
Company Response: Company believes complaint is the result of an isolated error
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The mortgage company didn't provide a legitimate consideration or accounting request. A mortgage contract requires both parties signatures they never signed with a wet signature
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60636
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A