Date Received: 2023-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez Mortgage Co states that I am missing a payment but the money has been deducted from my account when I try to call I get fast busy signal Payment out of checking account XX/XX/XXXX, XXXX On XX/XX/XXXX, at XXXX XXXX, NewRez Servicing XXXX wrote : This is a courtesy reminder that Newrez does not have a record of receiving your current monthly payment. If you have not done so yet this month, please sign in to your online account to make this payment as soon as possible. You can also call us at XXXX to make your payment via the automated line. Sincerely, Newrez Servicing
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63010
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, I have received VA-guaranteed home loan assistance for my townhome and I feel like I'm being targeted by a predatory mortgage loan business and can use your help. I financed with XXXX XXXX XXXX in XXXX and everything was simple, then they were bought by New Residential Investment Corporation ( Newrez ) in XXXX. Newrez obtained my loan in XX/XX/XXXX and hasn't been shy to push illegal requests and charge fees without cause. On XX/XX/XXXX XXXX requested I have additional home owner insurance for the interior of my townhome, called HO6 insurance. My HOA that I pay each month covers the exterior and roof of the property, which is called HO3 insurance. XXXX XXXX XXXX was fine with just the HO3 coverage. Luckily, I had just signed up in XX/XX/XXXX for HO6 insurance, effective XXXX XXXX XXXX, so I thought any confusion with XXXX might be averted. I would have activated the insurance earlier if I had any idea it was mandatory by the new company : XXXX. On XX/XX/XXXX I received a letter from XXXX that said they had purchased 'lender-placed insurance ' without my knowledge or permission and I knew they were going to charge me for that. So on, XX/XX/XXXX, after receiving proof of my new HO6 insurance, starting on XXXX XXXX, Newrez upped the ante and demanded that I have HO6 coverage dating back to when they obtained the loan in XXXX of XXXX, well before I was notified of the new standard. If I can't provide such proof, then I'm fined {$720.00} for the three months of coverage that's in the past, when nothing happened to my house or belongings and there's no explanation other than " Customers have to have it '' even during a time when they didn't ask for it. To add to the financial burden is the cost of the HO6 insurance. The inflated cost is well over the {$100.00} a month I currently pay monthly with XXXX. Additionally, and illegally, they require the interior insurance amount to cover almost the value of the townhome. They want the interior HO6 insurance to cover {$380000.00} on a {$450000.00} townhome. Most of the value is the land ; not flooring or walls. According to XXXX, I meet the value of my home currently, yet Newrez requires double that amount, which conflicts with California state law : CA Civil Code, Section 2955.5. " No lender shall require a borrower, as a condition of receiving or maintaining a loan... exceeding the replacement value of the improvements on the property. '' After repeated calls, Newrez refuses to listen to my concerns and continues to press to charge me an inflated fee and force me to over-insure my townhome. I have offered to take pictures or videos of the interior of my home to avoid the charges but they are set on getting money that creates no value. I feel like their going into business to set up people and give them no alternative but to pay a fee. It pains me to think other hardworking people are also being trapped by Newrez 's poor customer service. I really need help from this 'out-of-state " predatory business that strives to increase profits, regardless of the impacts it has on honest, homeowners. The resolution that I am seeking is to have them dismiss the {$720.00} charge for HO6 insurance that's before they requested it plus honor the California insurance code and accept the insurance coverage that XXXX suggests. Thank you so much for your time and in advance for any feedback/ suggestions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94591
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I started the Loan Mitigation process in XXXX, after a bout of XXXX that put me behind on all my bills. I was assigned a point of contact, who reached out to me in XXXX. I provided all documents through their online site and then again directly to the contact since it kept stating that it hadn't been received. All my documents were uploaded, and marked complete. Since that time, I've tried to contact my contact but emails come back as blocked ; calls are not being returned. I have also submitted emails to the Shellpoint mtg and NewRez mtg contact emails with botmails stating someone will be with me within 5-7 days. My point of contact is XXXX Then yesterday some person came to my house and left an envelope with my son stating that I needed to contact them since my payments were behind and that it had been reported to the credit bureau. I have done everything but am being blocked out and then told I need to take steps to address this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing to request assistance with lender placed insurance. Shellpoint mortgage servicing is the servicing agent for our mortgage lender. As of XX/XX/XXXX, they opened an escrow account, without consent or notification and placed hazard insurance on our account. I have insurance for the condo in question without lapses, but Shellpoint was missing the renewal from the HOA. I did not find out until XX/XX/XXXX that I was being charged for insurance I do not control. Now mind you, this is insurance to cover the entire complex not just my condo. Shellpoint had all the contact information for the HOA and did not contact them directly for this information. We sent an email to the HOA on XX/XX/XXXX requesting a certificate of Insurance for the complex and by the afternoon had provided Shellpoint with proof of insurance with no laps in coverage for the HOA. Shellpoint left the hazard insurance in place and continued to charge me. I contacted Shellpoint again on XX/XX/XXXX to get an update and they stated the Certificate of Insurance was only for information purposes and did not include the limits. So, the very same day we got a new certificate of insurance and sent it over. To date my account is still being charged and Shellpoint has made no effort to rectify the situation. The fact is Shellpoint neglected to contact any of us. They had my address, cell number, email and contact information for the HOA. They have been provided proof of coverage without lapse on several occasions and neglected to refund the charges. A letter dated XX/XX/XXXX states that they are increasing the cost of the lender placed hazard insurance. This is ludicrous, I can not get Shellpoint to credit my account and in my lender contract it clearly states they can not open an escrow account without the borrowers consent. What even worse is this is not information within my control!
Company Response: Company believes the complaint is the result of a misunderstanding
State: AZ
Zip: 85086
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Home Mortgage Company Shellpoint acquired my loan XX/XX/XXXX. They have placed me in an Escrow/Impound account for taxes and homeowners insurance and have refused multiple written and verbal requests to remove the impound account that I do not need or want. I have repeatedly asked them verbally and via email to stop paying my taxes and stop charging me Escrow funds and they have refused. My taxes are current, overpaid and double paid by me, and not due again until XX/XX/XXXX. My Homeowners insurance is current and paid by me annually and not due again until XX/XX/XXXX. My credit score is XXXX. I have owned my own home without an escrow/impound account since XXXX and don't need one now. XX/XX/XXXX - I sold my prior home and purchased a new home on XXXX XXXX in XX/XX/XXXX. I did not receive the XXXX XXXX XXXX tax bill for XX/XX/XXXX and did not receive a duplicate bill until XX/XX/XXXX despite my multiple requests to the tax assessor. Likewise although I was eligible and filled out the paperwork for a Transfer of Assessment to a replacement property at the time of my home purchase, XXXX XXXXXXXX had not yet done a reassessment which would substantially decrease my annual tax payment ( Decrease from $ XXXX to $ XXXX ). Nor did they send me a tax bill ... although I was told by my realtor that it was not unusual for there to be a significant delay with the change of ownership. In XX/XX/XXXX I was in the process of obtaining a HELOC with XXXX XXXX XXXXXXXX XXXX for some home improvement projects. They advised me that my XX/XX/XXXX tax payment was delinquent. I explained that I was unable to pay it without the PIN that is printed on the tax bill and had not yet received a duplicate bill despite multiple tries on the county tax website. I further explained that I had the funds in cash, in the bank and was ready to pay it. They told me that they would pay the tax bill during the close of the escrow for the HELOC - and that if I tried to pay it before that, it would likely delay closing of the HELOC. Unfortunately to my dismay, XXXXXXXX XXXX delayed closing the HELOC until XX/XX/XXXX and the TAX payment was not recorded by XXXX XXXX Tax Assessor until XX/XX/XXXX! ( XXXX XXXX is the Title company that transferred the funds from XXXX and XXXX XXXX to the XXXX XXXX Tax Assessors on XX/XX/XXXX ) BUT Shellpoint ALSO paid the taxes on the exact same date and it was recorded by XXXX XXXX on the same day. On XX/XX/XXXX I called Shellpoint and explained the situation to them and they said they would have to wait until the taxes were refunded to them. Three weeks later XXXX XXXXXXXX refunded the taxes to Shellpoint. On XX/XX/XXXX Shellpoint was refunded the duplicate taxes they had paid on my behalf- but then 6 days later even prior to the next tax due date they paid the XX/XX/XXXX tax installment!! By this time I had finally received a tax bill and using the PIN was able to pay my XX/XX/XXXX taxes on time, online. I paid $ XXXX not knowing that Shellpoint also had paid the same amount again! Complicating this further, my taxes were already being overpaid ( as well as double paid ) as the County Tax assessor had not yet changed my tax basis due to my age XXXX and prior home ownership/lower tax basis. On XX/XX/XXXX I paid the lowered remaining taxes ( part 2 installment ) WAY ahead of the due date for part XXXX XX/XX/XXXX... Unfortunately, AGAIN Shellpoint paid the taxes that were not due until XXXX early as well. XX/XX/XXXX, I was able to get to the downtown office of the XXXX XXXXXXXX Tax Assessor and despite the Covid restrictions the tax office was open and I was finally able to speak to a person, get a copy of my tax bill and payment history. I confirmed that I was overpaid and double paid and asked if they could call Shellpoint and explain that I was overpaid and double paid but they advised me that the county takes awhile to process refunds and double payments and that I should have Shellpoint call them to speak to their supervisor ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Although I requested Shellpoint do that, they did not attempt to do so as far as I know. XX/XX/XXXX I called Shellpoint again and they said they needed a signed, not just emailed request to stop the escrow account and that I should speak to the person who is contracted by them to pay the taxes for their accounts. I wrote this whole story up again and did both of those and was told they'd get back to me. XX/XX/XXXX they responded to my request but stated that my letter did not have any new information despite the docs and records I sent them and the answer was still NO. So as of XX/XX/XXXX I am supposed to be paying my usual mortgage of ~ $ XXXX plus the escrow extra funds $ XXXX ). When I last spoke to them the person at Shellpoint thought that this should be cleared up before the XX/XX/XXXX mortgage and impound payment was due. Since I have now heard NO from them again, two weeks ago in addition to my mortgage and my usual rounded up extra principal payments, I also sent them a check for the escrow payments for XXXX XXXX and XXXX ( {$6600.00} for XXXX, XXXX, XXXX XXXX ) This is for the escrow payments for the taxes that are already overpaid/ paid in full thru XX/XX/XXXX and Homeowners insurance also not due again until XX/XX/XXXX. And lastly the XXXX XXXX Tax Assessor has just sent me a refund check for {$5400.00} for the remaining XX/XX/XXXX tax payment that I paid on XX/XX/XXXX since Shellpoint had already paid it! I can't make another payment to XXXX XXXXXXXX ahead of Shellpoint because they won't even have the tax bills ready or accept further tax payments until XX/XX/XXXX. Can you please please get them to close the escrow impound account? And I can go back to paying my usual rounded up mortgage, and continue paying my own taxes and insurance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was on a forbearance due to XXXX, in my attempt to come off the forbearance I was offered the opportunity to modify the loan. I was on a three month trial period XXXX, XXXX and XXXX ( XXXX ). XXXX would have been the final payment however the loan was transferred to another lender. I had already sent the payment and assured that this would not be an issue. However, when the loan transferred it was entered as paid off and that is where my headache began. For several weeks I was trying to convince the receiving lender that they were in fact the new owners of my loan. They had not received any paperwork to substantiate this claim. They went as far as telling me that if they did not have me by now, they weren't getting me and I needed to find out who had me on my own. I knew they were wrong, but they refused to listen to me. They were so rude and unprofessional from day one. I finally found one of their agent willing to do some leg work to start a file on my behalf just so I could have a trail because I wasn't even able to have documentation since I could not be provided a loan number at this time. When I finally did receive a loan number, they still could not find it on their end for several more weeks. In XXXX, I finally was able to get some resolve, I had to send them proof from my bank that I did in fact pay all three payments ( they had no record of receiving my XXXX payment so I had to prove that ). Once I did that, they said I owed the back months of pay and it would be completed, they would send the paperwork ( i.e., the trial did not solidify the actual modification ). I sent them over {$5500.00} and change to be brought to current ( so I thought ). This would have had me short 2 months but was told it was added to the monthly payment ( the modification was {$1300.00} but the new amount was {$100.00} more so it made sense ). I paid and was told that I would receive the paperwork to be notarized and nothing else was required. I wait and wait. XXXX and still nothing, I reach out ( mind you I continue to do, but am faced with challenges each time ) once again and they send out the paperwork but has my old name not my legal name. Mind you, I have been telling them since day one that it changed ( divorce ). Those papers are not going to be legal but they said I must sign or they would negate the mod. Their notary calls and I ask if this is legal, they notify me they will not be allowed to take it if that is not my legal name. Additionally, they showed an XXXX date but it was XXXX. They said that would not work either. I reach out again to the lender to tell them their notary says no. They make me go through these obstacles to change my name, I comply, they resend the paper but it still shows XXXX. I knew that was an issue but the lenders once again say, sign or risk foreclosure and we won't modify. I sign and they are sent back. I get a call last week the paperwork is done we are all set but I owe them almost {$5000.00} more. I am confused because I knew that XXXX and XXXX hadn't been paid ( I saved the payments ) because they blocked my ability to pay them and frankly I was terrified to give any more money until it was resolved because they keep losing everything and changing their word. So I tell them, that amount is higher than what I should owe and they say I owed the prior two months also PLUS the difference from the {$1300.00} I was paying to the {$1400.00} ( something like this ) for the past four months. I reminded them that the amount was {$100.00} higher to compensate for those two missed months ( allegedly ) so why would I have to pay it again? I re-explain the issue again and the agent tells me, she would reach out to her supervisor and call me the next day. A week passes and I reach out via email ( mind you, she said I had until XX/XX/XXXX to have this resolved but did not get back to me prior ) and say, I haven't heard back from you and since the XXXX has passed I can only assume you have all decided to work this out on my behalf thank you. She replies via email stating " yesterday I was following up on the previous conversations. The conclusion is we will still need the payment of {$6300.00} to book the mod by XX/XX/XXXX. We are not able to book the modification past due. '' I asked why would she not reach out to me and why did the amount increase again ( I paid in XXXX mind you )?. I am awaiting a reply but asked for a supervisor to call me. I have never had such unprofessional experiences. Prior to Covid, I was in excellent standing, I never missed a payment and never was late. My credit is trash and they have not helped me. They are not willing to help and it is this type of predatory lending that has people losing their homes. I have been here since XXXX ; how is this legal?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am 100 % Service Connected XXXX XXXX XXXX, I had a bad XXXX XXXX. I used my VA home loan to purchase a home. XXXX XXXX XXXX had been a great company to do business with, and I even paid my mortgage 2 months ahead. Unfortunately XXXX was purchased by Shellpoint/NewRez and AFTER I told them I was a 100 % XXXX Vet, they added {$420.00} to my mortgage. I have called them numerous times without it getting fixed. I have two audio recordings with employee XXXX, and then another audio recording with employee XXXX is an accountant with Shellpoint and went through all the mortgage statements. She said she was unsure why or who added the {$420.00}, but that it was clearly a mistake. This conversation was back in XX/XX/2023 and I never got another call. I have received three letters all asking for more time " due to the complex nature ''. I refuse to pay XX/XX/2023 mortgage until this is fixed. Also, I am about to sell the condo. I will NOT PAY off my loan after I get the sale check unless this {$420.00} is taken off my loan debt. TAKING ADVANTAGE OF XXXX VETERANS IS DISGUSTING! XXXX XXXX XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I sent an email to Shellpoint Mortgage regarding the late payment they reported on my account in XXXX stating I was 60 days late. My loan was transferred to Shellpoint from XXXX and I was under the CARES ACT coming out of a covid-19 program, placed on a repayment program under the CARES ACT to where my account would not be reported while in the program. I have followed all guidelines as well as made each payment in addition to other payments just to get my account out of the repayment program. I actually got my account caught up in XXXX, when the program was designed to last until XXXX. I have tried to work with Shellpoint to get this late report off my credit. It is bad enough to have gone thru the enormous economical issues I did for over 2 years during covid and was fortunate enough to be able to meet all requirements to be put into the repayment program. According to the law, NO CREDITOR is to report anyone under any CARES ACT program late especially if they are following all guidelines. I am requesting that my account show they acquired my account in XXXX as it does and it is NOT NOR HAS IT EVER BEEN late as my account has been under the CARES ACT that Shellpoint acquired from my previous loan servicer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX, For months, I tried to work with XXXX XXXX XXXX to modify my mortgage under the guidelines of the California Mortgage Relief Program. As detailed below, I went through great efforts with XXXX XXXX XXXX ( XXXX ) to modify my mortgage. Although I provided all the requested information for the modification, XXXX failed to make a good-faith effort. Instead, XXXX repeatedly assigned me to one representative after another, each of whom repeatedly asked for the same documentation that I repeatedly provided. On XX/XX/XXXX, I received a letter regarding the status of my loan modification application. The letter notified me that XXXX XXXX XXXX ( XXXX ) is not able to review my application because of the following reasons : ( a ) XXXX is unable to verify my qualifying income. ( b ) XXXX is unable to verify my employment. ( c ) XXXX is unable to verify my ownership or my occupancy of the property. However, I provided the requisite information to XXXX when I first submitted my loan modification application in XX/XX/XXXX. That information was contained in the following documents : ( 1 ) My XXXX Tax Return, which provided income verification and the fact that I am self-employed. I have been self-employed for the past 16 years. ( 2 ) The Title and Deed of Trust for the subject property. ( 3 ) Numerous utility bills for the subject property. On XX/XX/XXXX, I spoke to a XXXX representative ( XXXX XXXX XXXX XXXX, the only person at XXXX who returned my call. During the call, XXXX XXXX apologized several times, saying XXXX made many mistakes regarding my Loan Modification process ( which has been ongoing since XX/XX/XXXX ), but XXXX could do nothing for me, even though mistakes have been made with my file. I have been responsive to all information requests from XXXX. For example, since I submitted my application in XX/XX/XXXX, I have been diligent in calling XXXX weekly to check on the status of my application and to see if there is anything additional the underwriter needs. Below is a partial chronology of my interactions with XXXX regarding my application for a loan modification : ( a ) In early XX/XX/XXXX, I spoke with XXXX XXXX. ( b ) On XX/XX/XXXX, I spoke with XXXX XXXX. ( c ) On XX/XX/XXXX, I spoke with XXXX XXXX, who informed me that I was assigned a new case manager, XXXX XXXX. I called and requested that XXXX XXXX call me on this matter, but she did not. ( d ) Afterwards, I called XXXX and spoke to an account manager, who informed me that I had a new case manager, XXXX XXXX. I again called and left a message, requesting a call from XXXX XXXX, who never returned my call. ( XXXX ) On XX/XX/XXXX, I called XXXX and spoke to XXXX XXXX. We discussed my financial situation for approximately one hour during the phone call. Thus, XXXX XXXX also had my information. ( f ) On XX/XX/XXXX, I was able to speak to XXXX XXXX, who also requested my financial information, and I faxed that information to XXXX XXXX. ( g ) On XX/XX/XXXX, I called XXXX and spoke to XXXX ( I did not get her last name ). ( h ) On XX/XX/XXXX, I called XXXX and spoke to XXXX ( I did not get her last name ). I called and spoke to XXXX XXXX times during that week after she requested my financial documents, which I had already provided. However, I again faxed the requested documents. Afterward, I called and left several messages for XXXX and asked that she return my calls ; she never returned my call. ( i ) On XX/XX/XXXX, I again called XXXX, and I was able to speak with XXXX XXXX. During that call, I requested clarification on the status of my application, and afterward, I faxed my financial information to XXXX XXXX. ( j ) On XX/XX/XXXX, I again called XXXX and spoke with a manager for nearly one hour in an attempt to understand the letter that I received from XXXX on XX/XX/XXXX. That manager told me to email or fax the XXXX Appeals Department. ( k ) I have also called and spoken to numerous other XXXX representatives, whose names I was not able to document because I was driving during the calls or otherwise was not able to document the calls. ( l ) I have faxed the same documents repeatedly to XXXX because XXXX has continuously changed the person assigned to my case. After repeatedly providing all the requested documents and providing that information when speaking with numerous XXXX representatives over a 150-day period, it appears that XXXX has not approached my loan modification request in good faith. Apparently, XXXX has now transferred my mortgage to Shell Pointe Mortgage without ever addressing my modification. I started working with Shellpoint in XXXX of XXXX and started the modification process all over again. After Seven months into the modification process, they did not offer me a loan modification and mailed a letter saying my XXXX was high. I wrote an appeal letter and mailed it out to them XX/XX/XXXX they haven't responded as of XX/XX/XXXX. I called on XX/XX/XXXX to check on the status of my appeal. I spoke with XXXX XXXX she told me my appeal was turned down and couldn't tell me any reason why I was being turned down!! Shellpoint has already begun Foreclosure Proceedings, which baffles me because I have Applead their decision, and without giving me any explanation for the turndown, they have begun foreclosure proceedings. This is unacceptable! I am currently working with a HUD Counselor XXXX XXXX XXXX XXXX Counseling Department XXXX XXXX HUD CERTIFIED HOUSING COUNSELOR USA Homeownership Foundation , Inc . Corporate Headquarters XXXX XXXX XXXX # XXXX XXXX, CA XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX I have applied for help from California Mortgage Relief for assistance and am still in the underwriting process XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: its been a year and Shellpoint mortgage servicer is doing everything they can to hold onto the XXXX to repair my home. Where is the money I asked them in an interest bearing acct? They cant answer this question.They even had an inspector come to my home not telling me that they have a universal key and helped themselves into my home without permission several times not knowing until my neighbor said he was in my house too with hiim. My home is in foreclosure. The first half my insurance company paid out too much and wont help me get the money back. A contractor I hired took off with the first hallf. I order to release the funds Shellpoint said 50 percent will need to be done. Then fighting with them to understamd they asked for receipts. I provided many receipts. Then I provided an affidavid notarized stating i would be making the repairs myself, not good enoughThey complained could read ther, or illegible, not true. So then after more receipts equalling XXXX my point of contact XXXX XXXX in the loss draft dept says well the house has to be repaired 60 %, then XXXX, now XXXX percent must be completed. It took a year or more. Now she wants w-9s from the contractors. XXXXThese contractors have been notififed three XXXX of them died and I can not get. She has forced my home to go into forclosure because how can i pay for a mortgage and a rent? I am in the process of california mortgage assistance program to pay all of the money I owe and fees, ad i must be living in the home. So they have forced me and my chidren to live in the house with ice cold water and no heat.First they tol me there was no manager, then thery were all managers, my situation doesnt fit in a box.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94509
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A