Date Received: 2023-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX fund has been paying my payment and this month no payment has been applied. I called them and they have stated they sent the check to new rez.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34759
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello long story short, ShellPoint Mortgage cash my mortgage payment and didn't apply it to my mortgage account. During this time my mortgage company B4 were filing bankruptcy and I was behind Abt 2 mths. So I mailed a check for Abt XXXX to get me caught up an ahead. An ShellPoint cashed my check and pocket my money.. so when I got the first letter I told him that I was going to go to the bank and see if they cashed my check well the bank gave me copies and someone from SharePoint had cashed my check so I asked the lady what happened, she said yes I see someone cashed your check but I don't see where they put the money at, so I told her I wasn't paying another XXXX for y'all 's fault, so about a week ago I get another letter and he says that they were going to put my house in foreclosure for the money that I have already paid. They also added it into my mortgage payment every month. My payment is XXXX a mth. They got XXXX a mth.And I know that that's against the law and it's something to be done about that I've tried to work with them but just because I'm old they trying to get over on me can someone please help me or point me in the right direction for help thank you so much.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AL
Zip: 35611
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage with Shellpoint has been under 78 % since XXXX of 2023. I have sent 3 letters requesting cancellation of PMI each 2 weeks apart beginning XX/XX/XXXX. We were notified by Shellpoint that we would have to pay for an appraisal to remove PMI. I called Shellpoint and they told me they could not help over the phone it had to be handled by email correspondence. Another letter came in the mail saying we still had to have an appraisal to cancel PMI. Called in again on XX/XX/XXXX after another PMI payment came out and the customer service rep said that our loan was at 79 % not 76 % and they would not cancel PMI. They are lying about the loan percentage and will not cancel our PMI according to federal rules and regulations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 557XX
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have previously filed a complaint against Shellpoint mortgage ( complaint XXXX ) on XX/XX/XXXX to which they have not responded. In the meantime the problem has escalated. In attempt to correct the unauthorized increase in my monthly payment to cover an escrow placed insurance I do not have. I sent proof of my homeowners insurance that I pay monthly myself. I explained this in writing to the insurance department myself via email. Today ( XX/XX/XXXX ) Shellpoint paid out {$1700.00} for the annual policy that started almost 7months ago and I have been paying for every month on my own. They now have my escrow as negative {$920.00} which means when my property taxes are due they wont be able to pay those. I can already foresee them trying to increase my monthly payment again because of the negative escrow that THEY created. I have called numerous times and nothing is being addressed.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OH
Zip: 43130
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: About a month ago, I stated receiving letters from Shellpoint ( a division of Newrez ). The letters stated I needed to provide them proof of my flood and hazard insurance through the condo Homeowners Association. They stated if I fail to provide proof of these insurances, they would be forced to buy coverage on my behalf. I have tried for two consecutive weeks to get Shellpoint this information. I have called two different representatives and had them talk me through the process. Before hanging up, both representatives stated everything looks good and that all requirements have been satisfied. Yet, I keep receiving letters saying I need proof of insurance. The last person I spoke with was on XX/XX/XXXX. That individual has an email address of XXXX This lady assured me I had sent her all necessary documentation and that I would not be billed for additional insurance provided by Shellpoint. However, the letters keep coming as if these conversations never occurred. I should not be double billed for homeowners insurance because of Shellpoints ' incompetence. Please help me resolve this issue with Shellpoint so that I am not double billed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31322
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was transferred from XXXX to Shellpoint/NewRez as of XX/XX/2022. The account was up-to-date and our XXXX payment to XXXX was applied on XX/XX/2022. However, Shellpoint created our account with an initial payment due date of XX/XX/2022 and has categorized each subsequent payment as late. We have emailed and spoken with Shellpoint 8-10 times about this, providing documentation many times. Their story has evolved : 1. first Shellpoint claimed XXXX did not forward the XXXX payment ; 2. later Shellpoint claimed XXXX was refusing to forward the XXXX payment ; 3. then Shellpoint claimed XXXX transferred the loan with a due date of XX/XX/2022 so it didn't matter what the payment history said as Shellpoint was legally compelled to adhere to this due date ; 4. Most recently we provided proof that XXXX transferred the loan with a due date of XX/XX/2022. Following this, Shellpoint claimed they corrected the mistake. It has not been corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In complaint XXXX, XXXX XXXX XXXX not state that Shellpoint did not receive money from the XXXX XXXX. She merely restates that I asked about it. Additionally, XXXX XXXX does not provide the work out agreement with XXXX XXXX. XXXX XXXX states that I signed a modification for {$78000.00}. XXXX XXXX leaves out that I was coerced into signing the document because Shellpoint threatened to take back the mortgage if I did not. However, I raised these questions with XXXX XXXX and XXXX XXXX at the time. XXXX XXXX also said that if I did not sign the document that Shellpoint could take it back. Additionally, Shellpoint had to reduce the incorrect XXXX because they had overcharged taken my escrow money and not applied it to reduce the principal. Thus, Shellpoint can reduce this amount. The modification can be corrected for errors. XXXX XXXX states they have gotten similar requests in hopes that CFPB will close the case. However, XXXX XXXX has not address providing the workout. Shellpoint claims that I did not qualify but again do not provide anything other than there altered records over estimating the amount of payments that I missed. XXXX XXXX keeps stating the 1098 was correct because they used XXXX. She does not state what the mortage amount due was in XXXX of XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I get my statements late. I had been paying the same amount for years. I get a notice that the escrow is short and that I owe about {$120.00}. I call Newrez and pay the {$120.00}, I ask if I should go back to paying what I had been paying. They say yes. I get a notice that I am XXXX months late and that they have not applied my payment because the escrow is short. The destroy my credit by filing that I was XXXX months late. I paid the mortgage on time. They told me to go back to paying what I had been paying. They never sent me anything that informed me how much the escrow had gone up a crazy and unexpected amount of almost double. I have general liability and earthquake insurances. They went up almost {$1500.00} for the year. I had no idea, I never got an accounting which is why I thought the {$120.00} was all I owed. My XXXX XXXX went from over XXXX to below XXXX. I am looking at purchasing as new home. I will not be able to now because of this. Also I chose the escrow option. I owe less than XXXX XXXX on the home so an escrow is not required, it would be my loss if something happened. The property alone is worth more than XXXX XXXX Saying I was late on the mortgage when I wasn't is just wrong. I have not been able to contact the credit agencies. They have an impossible amount of hoops and then don't email the verification code. Please have Newrez correct this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93117
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I am the co- borrower on our mortgage at Shellpoint Mortgage Servicing XXXX In XXXX the mortgage was removed from my credit report. in XXXX it was placed back on my report. XX/XX/XXXX, It was removed again. Each time this happens my credit score drops XXXX points., I have contacted the mortgage holder by phone & online as instructed by the lender. I have not heard anything back from the lender. Theres at least 4 years left on our mortgage. This is so frustrating as im trying to keep my credit in good standing to make a large much needed purchase. My spouse hasnt had it removed from his report. So thats very confusing.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30705
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I was released from my job with XXXX XXXX XXXX and XXXX XXXX. At that time, I took advantage of the XXXX relief and went into forbearance on my mortgage with XXXX XXXX XXXX. In XX/XX/XXXX, my forbearance ended, and I attempted to take advantage of the loan modification process afforded to me. XXXX XXXX XXXX continued until XX/XX/XXXX to delay this. They kept giving me incorrect information and making me file unneeded paperwork in what I now see as an attempt to secure an interest rate more advantageous to their company. Instead of calculating my modification at XX/XX/XXXX interest rates, it was done at XX/XX/XXXX interest rates, which is a significant disadvantage to me. I made the three months of trial payments and complained and asked for help through XXXX of XXXX ; at the end of that period, my loan was passed to ShellPoint Mortage, who finalized my modification. This issue is brought up every month with them on a phone call. They have yet to respond and give me the one-month grace period at the end of the trial payments, not to make a payment as I had been part of the modification deal with XXXX XXXX XXXX. In the end, I have been required to pay every month, and now my payments are almost precisely what they were before the modification. XXXX XXXX XXXX has a complete record of my calls and documents. I am asking : 1 ) My loan interest be adjusted to the interest rates of XX/XX/XXXX as they should have been when I requested the modification on the COVID-19 Forbearance program. 2 ) I am granted the one-month grace between the accepted modification and the payments under the new rate beginning. 3 ) My late fees be removed from my account with ShellPoint as I am behind due to unfair and underhanded practices by XXXX XXXX XXXX. Thank you,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A