Date Received: 2023-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The Mortgage provide Shellpoint is illegally/ intentionally bankrupting consumer I bought an investment property in Michigan , and I was informed that there was a XXXX XXXX on the property due to my tenants ' misbehave. I have retained an attorney immediately and informed the bank the XXXX XXXX is being removed ( please see attachment ) Then the bank has charged me many months of " litigation fee '' in sum of {$6800.00} without explanation. They continue to post " litigation fee '' on my account even after the XXXX XXXX was removed. Now I am forced to sell the property because I can not afford to make payments. The house has been under contracted and the TITLE SEARCH came back clean, yet the bank continues to charge me " litigation fee '' not to mention that my own attorney has taken care this matter months ago. I am attaching the Release letter, clean title search, contract of sale of the property. Theres were another 2 houses involved in the incident, the other parties bank did not even charge a penny for such event, given the fact that the owners are also the victims of the incident and have retained attorney at their own cost. Please have shellpoint explain 1 ) the break down of the litigation fee 2 ) what was done on the bank end to solve this matter 3 ) i am attaching everything my attorney has done, and the release letter he resolved 4 ) why do Shellpoint continue to charge " litigation fee '' even after the title is clear?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11357
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I believe Shellpoint Mortgage is dual tracking my home. I am currently undergoing loss mitigation with this servicer, but I have also received demand letters from their attorney, and my home is listed on my counties foreclosure site with a sale date of XX/XX/XXXX. I submitted a loss mitigation packet on XX/XX/XXXX. XXXX XXXX, the Single Point of Contact emailed me on XX/XX/XXXX to request documents that per the instructions of the loss mitigation packet were not required. I resubmitted my loss mitigation packet as well as the extra documents requested on XX/XX/XXXX to Shellpoint 's loss mitigation email, and also sent hard copies via USPS. I have tried emailing XXXX XXXX about issues relating to the loss mitigation process, and aside from the one email she sent requesting documents she has been unresponsive. Due to a XXXX that impacts my ability to understand and vocalize speech, I require that any communications be in writing, and am unable to call any of the numbers I have been provided for loss mitigation assistance. This is a reasonable accommodation I have requested from both the loan 's owner, as well as Shellpoint, and if they are not responding to emails this will have an adverse impact on my ability to receive loss mitigation assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80910
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: NewRez aka Shellpoint is reporting a loan as months behind and it is current. They did this with another account as well. I need this fixed immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23111
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have reached out to XXXX XXXXShellpoint Mortgage Servicing and has not received a response. This following statement serves as a Notice of Error. I decided to pay a lump sum principal payment to my original Mortgage company XXXX XXXX Bank in an effort to decrease my monthly payments in XX/XX/2011. The adjustment never showed on the Mortgage statement nor did my payments decreased. I tried to correct the issue with XXXX XXXX but to no avail. Shortly after, the Bank went under and my Loan was transferred to XXXX XXXX. The disclosure of my new balance with the new Mortgage company was improper and not correct. My lump sum payment to my principal was not applied, which did not reduce my mortgage payments to make my monthly payments more affordable going forward. I had provided a Notice of error and I tried numerous times and pleaded to the new Mortgage company about the inaccuracy they claimed they had no record of it and at the time I didnt not have a copy of my statements nor were they in electronic record. Eventually, Loan was transferred to XXXX XXXX. During this time, I fell behind in payments and they foreclosed my home only at the last minute granted me a loan modification. So, I was able to keep my home. My mortgage payments under new Servicer LoanCare increased and then Loan was transferred again and payments escalated to $ 2933 month my current Mortgage Holder XXXX XXXX and XXXX ShellPoint Mortgage Servicing. My original note was {$470000.00} and Sixteen years and 4 or 5 transfers later my balance is {$470000.00} with over {$85000.00} in arrear payments on the back end of my loan financed for 60 years. I have recently cleaned out my basement and fortunately and miraculously found a Bank Statement from XX/XX/2011 with a copy of the very lump sum check that was sent to XXXXXXXX XXXX before they went under making that principal payment that they did not give me credit for. I demand that my current Mortgage holder and Servicer apply and credit my lump sum payment to my principal Balance. Now that I have un-refutable evidence, I would like to be granted full credit or the Servicer will be in violation of RESPA12 CFR 1026.36 ( c ) ( 1 ). If they refuse, I have no other recourse but to seek legal. XXXX XXXX and Shellpoint Mortgage Servicing has been in violation of many laws and regulations as it pertains to my mortgage. The Transfer of my Loan over numerous times have breached my promissory note and mortgage agreement. I am going to address the current investor/holder or Inheritor of my loan and its Servicer XXXX XXXX XXXX Investor/Holder ) and ShellPoint Mortgage Servicing ( Servicer ) which has breached my mortgage agreement on many instances rendered it null and void. The Gramm- Leach-Bliley Act ( GLBA ), there are also several privacy and security benefits required by the GLBA Safeguards Rule for customers, some of which include : Private information must be secured against unauthorized access. Customers must be notified of private information sharing between financial institutions and third parties and have the ability to opt out of private information sharing. User activity must be tracked, including any attempts to access protected records. XXXX XXXX and its Servicer has violated 15 U.S. Code 6802 of the GLB including its safeguard and Financial Privacy rules by sharing and providing nonpublic information to Credit Bureaus and nonaffiliated third parties. The GLB Privacy Rule, requires financial institutions to provide consumers with privacy notices describing how they use and disclose consumers ' personal information which I never received during the transfers of my loan which is a violation of the Fair Credit Reporting Act and Section 502 and 503 of the GLBA. I have not received a notice of its privacy policies and practices. As a result, my private information was compromised in an XXXX data Breach where my identity was stolen ( XXXX XXXX XXXX ) which information is furnished by financial institutions and servicers to nonaffiliated third parties. I am currently, in class action lawsuit with XXXX. Due to these violations, I am strongly considering issuing a complaint to the Federal Trade Commission ( FTC ) to investigate the violations by XXXX XXXX and its Servicer Shellpoint Mortgage Servicing. This Servicer has been Incorrectly handling my partial payments. It is my understanding that Servicers are required to take one of the following specific actions when they receive a partial payment from a borrower : crediting the payment, returning it to the consumer, or holding it in an unapplied funds account. However, my servicer put these payments in my escrow accounts rather than returning the amount or crediting it to my next monthly payment. Finally, XXXX XXXX and Shellpoint like my previous Mortgage holder and Servicers have violated the Truth In Lending Act ( TILA ) by improper disclosure of the amount financed, finance charge, payment schedule, total of payments, annual percentage rate, and security interest disclosures. I am a victim of Predatory lending which diminished my ability to repay debt and serves to benefit the lender. My interest only rate was at one time 9.5 % which was an extremely high-interest rates. There were hidden and excessive fees, undisclosed terms, and more. They are required to provide consumers with 15 days advance written notice of a change to any term required to be disclosed under section 1026.6 ( a ) or where the required payment is increased which they failed. According to Transfer of Servicing 12 CFR 1024.17 ( e ) If the new servicer changes either the monthly payment amount or the accounting method used by the old servicer, then it must provide the borrower with an initial escrow account statement within 60 days of the date of transfer. When the new servicer provides an initial escrow account statement, it shall use the effective date of the transfer of servicing to establish the new escrow account computation year. In addition, if the new servicer retains the monthly payments and accounting method used by the old servicer. The New Servicer did not follow RESPA Rules and procedures to the latter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29063
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I paid off my mtg, to NewRez in XXXX of XXXX. I have yet to receive my deed. When I have called, get voice mail. Enter in my former acct. number, says they can not find it. Because the lien is satisfied. Then, I enter in the phone number, say they can not find it. Looked all over the web, on a former statement, called several numbers to no avail. Have not included the acct. number, due to the disclaimer above. Extremely frustrated. Five months is long enough, for them to pull and send my deed. Please help. Thank you. XXXX XXXX XXXX NC
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28025
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted NewRez Mortgage on XX/XX/2023 about my taxes that are escrowed. They paid my property taxes on XX/XX/2023 which incurred late fees of {$1100.00}. I have submitted documents on XX/XX/2023 and again on XX/XX/2023. I have called on three separate occasions and they continue to either disconnect or state they need more time to research. When I log into my account online it states that the case has been closed. They still have not refunded my escrow account. I need them to refund my account and pay me back the interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I attempted to make 2 payments on or about the XXXX of XX/XX/XXXX. I was advised by my signal point of contact to do a modification, and we agreed to work getting documents together while loan modification package was being generated. i did not received the modification package so i called back and they sent it by email XXXX XXXX I then emailed part of the documents XXXX and the remaining documents XXXX. i was told i was already approve for the loan mod i only needed to send page 3 of the work packages. They were in continuous conversations we me about the loan modification in spike of THE FEDERAL LAWS against Dual Tracking they place my home in foreclosure .My home is worth {$30000.00} and i only owed XXXX, the unlawfully foreclosed on my home while leading me to believe they were help me with a modification bur instead they created a fraudulent assignment with robo signed denouements. XXXX XXXX of Delaware HAS NO STANDING TO HAVE FORECLOSED ON MY PROPERTY but Shellpoint violated federal law the CFPB which the XXXX XXXX XXXX XXXX XXXX and CONSUMER PROCTION ACT OF 2010 ( DUAL TRACKING I ALSO RECEIVED ANOTHER EMAIL AFTER THEY SOLD MY HOUSE ASKING FOR MORE DOCUMENTS. TO COMPLETE THE LOAN MODIFICATION
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX a XXXX broker price opinion was scheduled for my home in an effort to remove PMI. On XX/XX/XXXX I submitted a formal appeal due to the XXXX results in which I felt the appraisal received was considerably low. New Rez- my mortgage servicer did not submit this information to the investor XXXX XXXX for review until XX/XX/XXXX. This is unacceptable. I called constantly for updates and they dragged their feet. On XX/XX/XXXX I then re-inquired in a status in which I was given no definitive answer. XXXX XXXX has XXXX days to respond per rules they must follow. On XX/XX/XXXX I call again with no further updates. On XX/XX/XXXX I call again and reopened a formal internal complaint under new Rez case # XXXX, and received a formal response from New Rez. They acknowledged the long wait time and stated an additional 30 days would be required. This is unacceptable. New Rez purposely does not let you follow up with the department who handles PMI removal and purposely channels all customer communication to the customer service representatives who can not transfer you, nor relay your message to this department. I have been trying to remove PMI since XXXX and have paid {$180.00} each month since XXXX and request a final decision and response. New Rez purposely dragged their feet and do not allow customers direct access to the correct department in an effort to dissuade further follow up or action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02038
Submitted Via: Web
Date Sent: 2023-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint responded with all the payments I paid. But, said it didn't matter when I paid my payments. I had to be charged the full 30 days of interest. I wanted to ask for your help to confirm if that is true. Why did they send me information to do biweekly if my loan is not eligible? I came to this site for help. To tell me if they are being legit or not. I want them to show me where they applied my payments to save on interest. Please let me know if you can help with loan terminology. I have never went through anything like this before. If I'm better off paying once a month? Thank you for any information you can provide. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2023-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing in regard to the mortgage on my property at XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX. Mortgage Loan Number : XXXX. My Mortgage servicer, NewRez LLC, did not properly credit the payment that I made on XX/XX/2022 in the amount of {$97000.00}. This payment was equal to the payoff amount the company quoted me through their website that same day and should have paid off the loan in full. Apparently, since the payment through the online payment portal, and did not follow NewRez 's " protocol '' for paying off the loan, the payment was not credited as a payoff. I phoned their customer service number three times explaining that the payment was meant as a payoff and to correct the error before writing and sending them the attached notice of error. I have not received a response to my letter as of today. I have called their customer service line twice more since then as the problem is not resolved and no one from the company has reached out to me. Each time I called, I was assured by their customer service representative that the error would be corrected and the loan would be paid off in full. As of today, this error has not been corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2023-02-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A