Date Received: 2023-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am self employed and often work remotely outside the reach of phone service or internet. I asked for an address and addressee of Shellpoint Mortgage Servicing, a division of NewRez, so I can send certified or registered mail to a person in change and or send me payment coupons so when I am out of service so to speak, I can interact in a secure way and assure that payments are made and received with a chain of evidence that such things took place ( return receipts, registered and certified mail receipts ). They said they can not do it that way, all I can do is mail or make online payments in checks money orders or wire transfers. This is an un workable option for me. They have no recourse for my requests.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am behind one payment and another one will be due XX/XX/XXXX. I contacted them in XXXX to see if I could put XXXX payment to end of loan. No I cant. I got a letter saying I have to bring account current by XX/XX/XXXX or some date. I spoke with someone on Monday or Tuesday the week of XX/XX/XXXX, she was not pleasant and said I had to make payment before they could discuss with me. My hardship is I had a XXXX! I had no health insurance and my meds to keep me alive was expensive. I will be collecting Medicare XX/XX/XXXX so if that one payment could go to end of loan, I will be able to keep them up. And what is that {$20.00} corporate fee?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is regarding a commercial Mortgage loan through Shellpoint Mortgage. I lost a home during a bad storm and it was a total loss. I received insurance funds to cover the mortgage and expenses. This check was sent to Shellpoint and they paid off the loan, I am waiting for the remaining funds to be sent back to me so I may pay my expenses that have occurred. The payoff was conducted XXXX XX/XX/. I have called several times asking about my remaining funds. The first time they stated it would be 30 business days, after 30 business days they told me it could be up to 45 business days. After 45 business days they stated the funds had been lost between departments and they would reach out to me with in two business days. I reached out again and they told me the information has been put forward to the proper department and will take as long as it takes. this is unfair, they took the insurance funds to take care of their needs as soon as possible and when it comes to my needs, it will take as long as it takes?! Where are my funds!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53590
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an escrow statement dated XX/XX/XXXX, advising not only that there was an escrow surplus of {$200.00}, but that there was also an expected shortfall over the next year of {$85.00}, which would result in an increased monthly payment. Per my mortgage note, I am required to cover the shortfall and may do so in no more than 12 monthly payments. On XX/XX/XXXX, I made an additional escrow deposit of {$200.00} to cover the anticipated shortfall. I advised Shellpoint Mortgage Servicing of the same on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and further advised that there should be no change to my monthly payment. Despite covering the anticipated shortfall with an additional escrow deposit, Shellpoint has failed to respond satisfactorily to me, has ignored my request in breach of my mortgage note, and increased my monthly payment, beginning with the payment due XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07621
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Repeated attempts to ask for amortization schedule and proof of escrow payment disclosure. No reply after multiple email Attempts and actually hung up on the XXXX time I tried to call for this request in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85254
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for financial assistance, loan modification or forebearance through Shellpoint Mortgage starting back in 2020 because I went through a divorce while I was very sick. I had XXXXXXXX XXXX in one month when my husband left me with no vehicle. It took me a year to get well and be able to go to work and buy a car but then Covid hit and I ended up with XXXX 4 or 5 times. I lost my brother and nephew to Covid- I raised my nephew so it was a hard time. I filled out the mountain of paperwork that was required in order for the mortgage company to see if I was eligible for assistance and they told me that I was but nothing ever came of it so I would call in to check the status and they would tell me that I needed to send in updated check stubs and resend the same packet of paperwork again- so I ended up doing this 17 times over the last 3 years. I was told that because I didn't send in the paper work all together that the paperwork was not submitted together and so I attempted to email an attachment with 37 pages but somehow was unsuccessful when I checked back with them so i ended. up faxing the paperwork to them in XXXX of last year and it cost me XXXX $ to print out 37 pages and fax them. I checked the status two weeks later and was told I had to send in updated check stubs and paperwork! Again I was told that I was eligible. I then decided to apply through the Georgia Mortgage Assistance and they said that I was eligible contingent upon the mortgage company filling out a workout agreement and returning the agreement so the State of Georgia would consider helping-no funds would be released until they know that they will work out remaining balance and nor foreclose so I emailed the form to Shellpoint Mortgage and called them in a few days and they claim they didn't receive the email with workout sheet attached so I resent it and then I faxed it and called again after a few days and still claim they have not received it. I am at my wits end! I am going to lose my home! Please help! Thanks, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 313XX
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage loan that I have had since XXXX and never missed or been late paying my monthly mortgage payment. My property located at XXXX XXXX XXXX, XXXX XXXX XXXX, # XXXX, XXXX, CA XXXX. XXXX, my mortgage loan # XXXX was transferred to Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX, XXXX, MI XXXX. XXXX ) Firstly, Shellpoint said that I didn't have Hazard ( earthquake ) insurance coverage on my property, I sent them a copy of my XXXXXXXX XXXX XXXX XXXX of Liability for XXXX, XXXX, XXXX and current XXXX. 2 ) Secondly, Shellpoint said that I didn't have homeowner insurance which covered Betterment and Improvements. Once again, I provided Shellpoint a copy of my Pinecreek Villages Master All-in One HOA Insurance Policy which covers everything that is inside my unit that was there when I purchased the rental property in XXXX. Shellpoint changed my mortgage contract and added an Escrow account without my knowledge or signature. They placed their expensive Lender Hazard Insurance, therefore increasing my monthly mortgage payment. Shellpoint have refused to accept my HOA XXXX, XXXX, XXXX, XXXX Certificates of Liabilities, or my personal XXXX XXXX policies for Hazard # XXXX and homeowners # XXXX. I have called Shellpoint and spoken with numerous agents, and I have also sent the proof of insurance documents to Shellpoint via email and USPS. They still will not remove their Lender 's placed insurance, nor will they remove the escrow account from my mortgage contract and refund me my money for their Lender placed insurance. Will you please help me? XXXX XXXX XXXX Property Owner
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had my XXXX passed a way in XXXX and I had to go out of country for her funeral. After I came back I updated that my mum passed away and lost the job/income and getting back to pay the mortgage. Since then, they asked me to provide the death certificate and I provided that as well. After that, I have been getting so many letters from the mortgage company and they said to verify the information about the dead person had another any other mortgages in any other CA/WAS states. I just called the mortgage company and found that they had email that I do not recognized and its associated with my name and the one listed below. XXXX _I DO NOT HAVE THIS, and I believe this is a Fraud Email. I only use one email and I informed the mortgage company to stop/ delete that email right away. I am not sure what other fraud out there under that email with my name but I just want to report this fraud email to you. I hope people will stop all these crazy fraud emails and misusing other people 's information. Thanks, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It has been over 16 years on a mortgage of 30 years that has repeatedly changed ownership of different companies that have all each gone bankrupt and my account payments have not been serviced and processed, correctly..I called Shellpoint to discuss this matter with them, and I was told that they had noone that could help and diverted me to a po box to submit complaints. There has been an error with servicing my loan by this company.and this company has furnished inaccurate information on my Mortgage Statement. I have paid on this loan over 16 years and the Principle and interest are not reflective of the current payment that I should be paying .I have pai the majority of interest on this loan and this Mortgage Company is taking over the interest due on the account due .The loan has never been evaluated to the revised principle and interest due, as of date.I am paying the wrong Principle and interest amounts for my monthly payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33313
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: -On XX/XX/2023 an instrument was mailed to Shellpoint Mortgage Company In the amount of XXXX to payoff the mortgage. -On XX/XX/XXXX my online account reflected the mortgage was paid off with a principal balance of {$0.00}. -On XX/XX/XXXX I received an email stating " Congrats you are paid in full ''. On XX/XX/XXXX I received an instrument with a Shellpoint letterhead stating " Our records indicate your loan through Federal Department of Housing and Urban Development ( HUD ) has been recently paid off. -On XX/XX/XXXX I received an instrument with a Shellpoint letterhead stating " This letter is a notice to satisfy the requirements of New Jersey law. We have sent an instrument to the proper public officer to request cancellation of the mortgage ''. Came with a notarized DISCHARGE OF MORTAGE from XXXX XXXX XXXX -On or about XX/XX/XXXX I called XXXX County Clerk and they said they had nothing on file for Discharge of Mortgage. -On or about XX/XX/XXXX I called XXXX XXXX XXXX, and they stated that the XXXX County Clerks office did not accept the Discharge of Mortgage. They said I could contact Shellpoint Mortgage for further information. - On XX/XX/XXXX an instrument was sent to Shellpoint Mortgage for {$310000.00} - On XX/XX/XXXX I received a letter from Shellpoint Mortgage stating " Enclosed is a check we are returning to you because your payment is missing the following required information, Non Negotiable Item. - When logging online to check the account a message came up saying " This loan has a payment stop ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08859
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A