Date Received: 2023-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX servicer Shellpoint Mortgage has yet to produce the original promissory note of the loan agreement proving its legitimacy signed by both parties. I claim that the original promissory note are unclear and difficult to understand and very predatory in nature. Confusion as to what was financed and owed. My mortgage has been transferred more than 4 times causing major confusion on what the actually balance is.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29063
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Greetings, Both my loans with newrez ( XXXX # : XXXX & XXXX # : XXXX ) were considered past due in XXXX despite the payment coming out of my account on the XXXX of XXXX for both loans. This has DESTROYED MY CREDIT without a fault on my own. I have been admitted to the XXXX XXXX XXXX program and need to take a loan for {$250000.00} and was denied because of this issue. Also, I am moving to California with my wife and daughter at the end of this month and won't be able to rent a home to live in with this issue at a high cost of living area ( XXXX XXXX ). I have had +12 years of on time 100 % payments before this issue and an almost XXXX credit for all these years. Few issues/notes here : The payments were withdrawn on the XXXX of XXXX versus the XXXX or before despite being on AUTOPAY. Why were they not withdrawn on the XXXX? This is an issue from your end. PLEASE SEE ATTACHED. The payments for some reason got sent back to me after. Also, this is not my issue. If this is an overdraft issue, why would the money be withdrawn from my account in the first place? I also am a XXXX account holder with XXXX. The payments were made again on XXXX of XXXX. I also called and was told that the late fees were waived and that there will be no further issues, yet, this was sent to the bureas and DESTROYED MY CREDIT I am in no need for help paying for my mortgage, however, I have been sent multiple BLUE packets that went to the wrong address and took a while to get to me ( address is updated on the system ). I was not told that the 30 days count from the XXXX of the month rather than the XXXX. I have changed my auto pay date for the XXXX of each month to avoid this issue in the future all together. I have attached : XXXX XXXX transactions/date with regards to both mortgages. my credit reports over 12+ years The chart of the credit score and the huge loss I incurred XXXX XXXX XXXX admission letter loan for school program : rejection and reasons for rejection I look forward to your support with getting this taken care of. Thank you, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98053
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have for months reached out to Shellpoint Mortgage to request that the additional principal payments that I'm making on my loan be applied to the principal reduction. I have however been ignored multiple times. The principal payments I am making are very small additional principal payments, but they are still additional principal payments and the correct legal accounting principles should still be applied. Shellpoint mortgage can not decide if they just get to hide my additional payments and not apply them to principal. They seem to be doctoring their accounting to not allow my additional payments to be applied to principal. The letter I received from them months ago ( after numerous requests ), outline that any additional principal payments would be applied to the principal, but they are not doing that. They're just holding the additional funds which is not allowed, they classify it as 'Unapplied Payment '. Why, so my principal does not get reduced and they can generate higher fees, that is illegal and unethical, they need to apply standard accounting principals and not withhold my additional payment from my principal reduction. Attached are the images taken directly from my account showing the additional principal payments I'm making, they are very small but they dont apply them to my principal, despite that being the requirement and their letter stating it would be done. In addition after multiple requests they finally apply the principal payments but they do it months later than the payments were made, and then reverse the charge so it does not even apply. Additional principal payments need to be applied to the month they were made in. Shellpoint mortgage does not get to decide to apply the additional payments months later and thus keep my principal higher for all those months just so that it benefits them and they can generate higher fees that is playing with the numbers and taking advantage of clients. They are taking advantage of clients, playing with the accounting numbers to seemingly generate additional fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90049
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had an issue contacting my mortgage company NewRez LLC. They have a ton of different phone numbers listed on their website, mortgage statement, etc. and none of them work and haven't over the past month. I have been trying to call to discuss my escrow account and every line is disconnected along with them not responding to my secured online messages. They have different addresses listed as well. Newrez LLC XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX, SC XXXX XXXX XXXX XXXX None are functioning phone numbers and I am worried this is a total scam! I pay my mortgage every month and I don't know how they can not talk to their customers. This is just scary!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78132
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: : The purpose of the HAF program is to provide struggling mortgage borrowers with assistance to avoid foreclosures. Servicers have had an obligation to notify borrowers of the availability of the HAF program Homeowner Assistance Fund ( HAF ) funds are used to bring account fully current, with no remaining delinquent amounts post loss. Again, HAF Funds are used to bring account fully current, with XXXX DOLLAR remaining delinquent amounts at time of distribution. Payments to the mortgage servicer only resume when reinstatement is officially noted and sent as a notice to the borrower ( s ). mitigation efforts since XX/XX/XXXX. Never notified us of HAF program. I live in Maryland and in XX/XX/XXXX a HAF loan was applied for. At every step, Shellpoint reps lied and and failed to follow many rules and guidelines and regulations set out by both the state of maryland the US federal govt. After repeated failures of Shellpoint reps to respond to state of maryland and after they tried to trick my Mother into a modification without advancing her HAF applcation by their OWN ADMISSION ( seee prior replies by XXXX shellpoint rep to CFPB ) A HAF application was again filed. Finally after Shellpoint again played games earlier this year, Senior HAF reps for Maryland finally approved grant and loan for HAF. AT no point did Shellpoint reach out during this process. Once the loan is FORMALLY reinstated and noted in an official letter from the servicer ( in this case Shellpoint ), only then does the the borrower resume making regular payments on the debt. Again I am completely aware of all payments made and all communications received. Since HAF funds were approved by State of Maryland reps and distributed to Shellpoint mid XXXX, Shellpoint has sent out one communication via postal mail. Instead of sending a confirmation reinstatement, instead of offering lower payments as required by HAF guidelines, instead of stating when new payments were start, Shellpoint has the absolute nerve to demand nearly XXXX dollars be paid to avoid foreclosure that they threatened less than 3 weeks after they received nearly XXXX worth of HAF funds. Before we hire a lawyer who is a specialist in dealing with Shellpoint antics, we are presenting the situation here in the hopes that they make things simple on themselves. We demand that Shellpoint notes the payment of nearly XXXX in HAF funds, an official reinstatement letter, and also request a list of ALL payments made and covered by HAF funds, and when the new payment amount starts. As the payments were on hold until HAF funds were approved and released mid XXXX, it's is quite shocking for shellpoint to dare demand nearly XXXX and threaten foreclosure less than 3 weeks after receiving HAF funds. So far we have noted that Shellpoint has violated. The entire XXXX family is a military family and Shellpoint 's mistreatment falls under violation of SCRA. " While military families enjoy the same legal protections and privileges afforded to all other homeowners and tenants, they also have additional housing protections under the Servicemembers Civil Relief Act ( SCRA ), which is enforceable by the Justice Department and servicemembers themselves. '' https : //www.justice.gov/opa/pr/justice-department-and-cfpb-put-landlords-and-mortgage-servicers-notice-about-servicemembers They also clearly violated the Consumer Financial Protection Act of 2010 ( CFPA ) Further according to FAQ presented by state of maryland for HAF funds : If notified by DHCD that the borrower qualified for HAF funds, the servicer : o Accepts HAF funds as reinstatement, sends borrower a letter stating that reinstatement is underway or now completed, lists the time frame for payments restarting, and/or o Evaluates the borrower for loss mitigation based on the availability of those funds, and if the borrower qualified for loss mitigation under the servicers normal guidelines, offered the borrower any loss mitigation option for which the borrower qualified. Shellpoint again has not done any of the above and instead tried to once against trick my Mother, an elderly military widow, into sending in payments that were not overdue or owing since the mortgage was ubject to the HAF loan process and put on hold. https : //home.treasury.gov/system/files/136/HAF-Guidance.pdf Coronavirus Aid, Relief, and Economic Security Act, Pub. L. 116-136, 134 Stat. 281 ( XXXX. XXXX, XXXX ). 2 The CARES Act defines a Federally backed mortgage loan as any loan which is secured by a first or subordinate lien on residential real property ( including individual units of condominiums and cooperatives ) designed principally for the occupancy of from one-to-four families that is insured by the Federal Housing Administration under title II of the National Housing Act ( 12 U.S.C. 1707 et seq. ) ; insured under section 255 of the National Housing Act ( 12 U.S.C. 1715z20 ) ; guaranteed under section 184 or 184A of the Housing and Community Development Act of 1992 ( 12 U.S.C. 1715z13a, 1715z13b ); guaranteed or insured by the Department of Veterans Affairs; guaranteed or insured by the Department of Agriculture ; made by the Department of Agriculture ; or purchased or securitized by the Federal Home Loan Mortgage Corporation or the Federal National Mortgage Association. CARES Act, Pub. L. 116-136, section 4022 ( a ) ( 2 ). The CFPB is closely monitoring servicer conduct to ensure that they are complying with all applicable federal consumer financial laws and assisting consumers with resolving delinquencies and preventing avoidable foreclosures. As part of this monitoring, the CFPB will continue its heightened review of mortgage servicing complaints, including in particular complaints about challenges working with servicers to use HAF funds. The CFPB encourages servicers to provide borrowers with sufficient time to move through the HAF application process prior to proceeding with foreclosure. Foreclosing on a homeowner while a HAF application is pending undercuts the congressional purpose in allocating this money, increases avoidable foreclosures, and will merit increased scrutiny.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I attempted to refinance my mortgage through my current mortgage company NewRez LLC XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, PA XXXX Before I applied for the refinance I disclosed to the loan officer : XXXX XXXX XXXX XXXX, XXXX # XXXX XXXX That I had items in collection and would that impact my ability to borrow. I was told by this loan officer that it was " not a problem ", his language. I was denied the refinance loan and among the reasons stated was the following ( see atatchmnet ) : " Serious delinquency or public collection or records filed " I believe I was the victim of predatory lending as I paid approximately {$850.00} for an appraisal of my property even though Newrez LLC would have been aware I was not eligible to apply for the refinance based upon the collections activity but pursued the loan to make collect fees.
Company Response:
State: NM
Zip: 87144
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home went into foreclosure and I called on XX/XX/XXXX to get a forebearance or other steps to stop the sale scheduled for XX/XX/XXXX at XXXX. I was assured by my contact at Shellpoint Mortgage Servicing ( XXXX XXXX ) at XXXX on XX/XX/, that I was approved for a forebearance and the sale on XX/XX/XXXX would be stopped. I found out Friday XXXX at XXXX that my home had been sold. I've tried repeatedly to get Shellpoint to correct this, the purchaser of my home is willing to stop the sale as long as they get a refund of the money they paid. I'm being given a run-around by the Shellpoint reps and my point of contact ( XXXX XXXX XXXX is no longer taking or returning my calls.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65202
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I believe XXXX cents where fraudulent add it to my balance by Shell Point Mortgage Servicing. during a loan modification date XX/XX/XXXX. After questioning I received a letter from Shell Point Mortgage Servicing data XX/XX/XXXX XXXX does not explain the reason why this amount was added or where it came from I have asked Shellppoint to please explain, but shellppoint is trying to put it under the carpet. almost dual tracking : important : ShellPoint Mortgage Servicing the most recent letters I received dated XX/XX/XXXX stating that due to the complex nature of the matter Shell points respectfully requesting additional time to respond fully to my inquiry in regards to the money that it was added to my account. another letter XX/XX/XXXX estating that I have sent documentation for a long modification to lost mitigation, which is false I have not recently sent documents I have been a very cleared with shell Point Mortgage Servicing that before curing late payments we need to correct all errors that I have been trying tocorrect since XXXX including payments that I have not been posted to my account, Obviously this {$23000.00} that was added to my balance and I have been paying interest since the modification on XX/XX/XXXX, This complaint is to insure Shellpoint dont ignore the fact that we need to correct the balance I owe on this account. please wait for second part.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 93305
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I just found out that Shellpoint has been charging me for additional insurance since XXXX XXXX when I had in fact both the required insurance ( HOA and homeowners ). I even submitted a copy of the HOA insurance certificate through the website used by the mortgage servicing company and uploaded my HOA insurance back in XXXX. They ignored my insurance certificate and started billing me for additional insurance until I found out this month. In total I was charged an extra {$480.00} as extra insurance when I was not aware or did not need it. Shellpoint has the contact information for my HOA and could have contacted them directly for verification if needed. They also have the previous certificate with the agent information on it. I provided the copy of the insurance certificate when asked back in XX/XX/XXXX. They have been charging me extra, therefore increasing my monthly mortgage payment. This is fraud and unprofessional. It definitely needs to be investigate. You will find attached copies of the insurance certificate from HOA and email confirmation from the 3rd party company they requested to have my insurance uploaded to. I also submitted a copy of the letter I received back in XXXX for the same HOA insurance where you can see the 3rd party vendors information website where to send documents.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2023-04-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I lost my job at no fault of my own. I have been current with my mortgage since XXXX. Due to this hardship, I am 30 days late. I obtained employment on XX/XX/XXXX. The position pays XXXX annually. I will be making a full mortgage payment this month on the XXXX. After this payment I will still be 30 days delinquent. I reached out to Shell point and explained my situation. I spoke with a person named XXXX XXXX. To better identify her I have provided her email XXXX She said to notify her when I gained employment. She didn't take anymore information on my hardship or even review it for available options. I then spoke with another agent who told me I could not be offered any programs until I was 60 days late. I asked her why I would do that when more than likely I was getting a new job and would be able to make my XXXX payment. Her response was they is the policy. I found this troubling that a company would not provide any hardship assistance until I was 60 days late. I then spoke with another agent that said I had to make a payment plan and was not eligible for a hardship forbearance. She said that was not an option and they don't give those out for unemployment. I then spoke to another agent who told me to submit a hardship letter via email and they may be able to put the past due amount on the back of the loan.I did this yesterday XX/XX/XXXX Today, I called to follow up. The agent told me I was not eligible to have the past due amount put on the back of loan. She said a repayment plan of XXXX a month is what I would need to make. I told here I am recovering from a job loss and it would put me in yet another hardship. I told her I was making a good faith effort by making my payment this month. That did not matter to her, She said no one can make them change there policy. I have been threatened with stacking up late fees continuous for the past due amount and door knocks, I am only 30 days past due. I do not think it unreasonable to put the past due amount on the back of my loan. They are putting me in a position that will result in possibly losing my home. I
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45424
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A