Date Received: 2023-02-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This complaint is related to complaint XXXX. On XX/XX/2023 a call was made to Shellpoint in which a representative stated that a streamline trial plan had been approved to begin in XXXX with payments of {$630.00}. Client was informed and very happy to get this issue resolved. On XX/XX/2023 another call was placed to ask for the plan in writing. The representative said that there was no modification. A supervisor took the call and stated that she would review the call and get back to me. Another call was made to Shellpoint on XX/XX/2023 and the notes indicated that no one pulled the call, nor made any notes, nor did any research. Again a call was made to Shellpoint today, XX/XX/2023 and again there are no notes that the supervisor is actually reviewing the situation. At this point, Shellpoint has not been honest about a modification, did not research the call upon request and failed to update after promising to do so. We believe that Shellpoint is not living up to their words and promises. We believe this is unfair and we are very disappointed in the dishonesty from representatives and supervisors.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-02-10
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 have a mortgage serviced by NewRez and the payments are set up for automatic payments from a checking account. This has been in place for years with no issues processing my payment every month. On or about XXXX of 2022 the automatic payment did not process because New Rez said my checking account was 'Frozen ' but they did not notify me. I did not hear from them and when looking at my account history in XXXX noticed the payment was not debited. New Rez reported my payment XXXX days late. I contacted them and they could not explain why my payment did not process. I contacted them again and they finally explained their system showed my checking account as 'Frozen ' and that my bank would have to supply them a letter of explanation and they could correct the issue. I have supplied New Rez this bank letter several times now and they still have not removed the late payment reporting or the late fee they assessed. My bank letter states the account was never 'Frozen ' and so this was not my fault. As soon as I learned the payments were not made, I paid them, and I also had to reestablish the automatic payment service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 59715
Submitted Via: Web
Date Sent: 2023-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I became ill and was hospitalized, I requested a modification and never received one, there was a sale scheduled, and I was advised to file XXXX XXXX XXXX, and usually they will agree to a modification. That didn't happen. I find myself XXXX and am still trying to get a modification. They continue to ask for more recently dated documents, but there has been no movement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20877
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My first mortgage loan is currently being serviced by Shellpoint ( SP ). The account is currently delinquent due to hardships relating to the Covid 19 pandemic. SP is refusing to offer loss mitigation assistance or process a loan modification. The mortgage is a government backed loan ( XXXX XXXX ), so the entire delinquent amount should be moved to the back end of the loan. SP has also refused to apply the Covid 19 payment deferral program. This program calls for recapitalization of all past due payments and deferral of all past due payments until the loan is sold. SP has refused to underwrite for this option, although they were notified many times of the intent. The CARES Act provides a mortgage payment forbearance option for all borrowers who, either directly or indirectly, suffer a financial hardship due to the novel coronavirus ( COVID-19 ) national emergency. a hardship. This relief is available to anyone who has a federally-backed mortgage, regardless of delinquency status. SP is in violation of many CFPB laws relating to loss mitigation and loan modifications, primarily CFPB XXXX. I am seeking assistance on this matter, since I do not want to lose my home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have newrez or shell point, we tried to get money out of escrow, they do it pay homeowners on time, and just screw up on everything. They say they can pay homeowners insurance 30 days late while I get letters from home owners insurance that they will drop. We put 50 % down and have never been late. They said we dont meet requirements which we do. Calling lawyer and states attorney for XXXX over old people. Thank you XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX sold my mortgage to newrez mortgage and newrez said that XXXX did not take enough money for my escrow, so now I have to pay an extra {$300.00} on top of my regular mortgage payment, and I have to pay it for almost a whole year! I'm retired but have to back to work because of it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 461XX
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I filed a complaint with the Federal Trade Commission and was directed to CFPB. SHELLPOINT HAS RECEIVED SIMILAR REQUEST BUT SHELLPOINT HAS NOT ADDRESSED THE QUESTION IN LEGAL MANNER. Shellpoint claims that the XXXX and XX/XX/2022 mortgage statement is different because the XXXX is for XXXX XXXX XXXX Now, anyone with any sense knows that a XXXX is supposed to represent XXXX 2022- XX/XX/2022. Therefore, SHELLPOINT HAS NEVER EXPLAINED WHY THE 2022 XXXX AND MORTGAGE STATEMENT PRINCIPAL ARE NOT THE SAME. SHELLPOINT DEFRAUDED ME AND THE CARES ACT BY NOT APPLYING THE MONEY TO MY ACCOUNT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78664
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: We have an issue with the mortgage attached for the loan under Shellpoint for over a XXXX dollars. The property was purchased in the business name as we do with all our properties since we have been in business and XXXX XXXX stands as guaranto. We have almost 200 properties like this. XXXX stands as guarantor so it is therefore not reported on his credit. We refinanced this in XXXX XXXX and it was just that. Now comes XXXX we are realizing they started reporting it on XXXX 's personal Credit, so that's a XXXX dollar loan with a {$7000.00} plus mortgage weighing his credit down which will obviously affect his DTI and affect him getting other loans and has affected him getting several loans We have tried tirelessly to get it corrected with the mortgage company and The mortgage company is telling us that the investor has chosen to now report on both business and personal credit and only the investor can change that. I need to get it changed back to my original agreement of being reported on my business credit and not personal. I have almost 200 properties and they are in the company 's name. He is the guarantor and they are not being reported on my credit report which is the whole reason for being in the company name. He is locked into a 5 year prepay and now he's also being screwed over as well by getting it placed on his personal credit. XXXX is not the borrower, the borrower is XXXX XXXX XXXX XXXX XXXX. XXXX is only guaranteeing the loan. That is not what we agreed to. We would never do business with anyone putting our business loans on our credit report. It is a breach of our agreement. It is a business loan. We need this to be removed from his personal credit. We have the original paperwork signed and attached. We also have other loans with the same lender purchased the same way which are not on our personal credit.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 31419
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX homeowner, I was working with Shellpoint Mortgage servicing my point of contact on a repayment plan. In late XX/XX/XXXX, I submitted an Application to XXXX XXXX XXXX XXXX early XX/XX/XXXX. Shellpoints mother company filed a foreclosure complaint on XXXX. They put an abandoned/vacant notice on my neighbors home that had my address on it. They sent foreclosure documents to my exhusbands home with my name on them. My ex husband has never been on my loan or title, they sent paperwork to my mothers home in which shes been deceased for over 5 years and I havent live there in over XXXX. They never sent foreclosure paperwork to the home in question my home XXXX XXXX XXXX XXXX Ohio. On XXXX XXXX I was approved by the Ohio homeowners finance agency for the Rescue funds through the homeowners funding agency. New Rez LLC attorneys have accelerated the fees and have not halted the foreclosure proceedings and keep saying the forward the amount I have in default of {$10000.00} to the Ohio home Finance Agency who has confirmed to me they have not received any Response at all from Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44128
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez Mortgage I have XXXX yr mortgage and have a long history of making additional " principal payments '' with my balance payment each month. I have never requested the additional/over funds payment to be applied to following monthly payment - Newrez has appropriately applied the overpayment to my " principal '' ever since they purchased/assumed loan from prior company. XX/XX/2023 - My monthy payment posted to my account. I included large overpayment ( exceeding XXXX due amount- of which I have done before ). XX/XX/2023 - XXXX payment posted to Pay off the Loan including Daily interest amount. Upon of review of these postings. Newrez applied the XX/XX/XXXX posing for XXXX monthly payments - Current and following month- then remaining balance for principal. On XX/XX/XXXX they repeated this same processes. Newrez received my payments and " booked them '' in a manner to a future payment not requested - these transactions were in Newrez Best Interest and My Worst Interest - MOVING MY LOAN payemt out XXXX MONTHS WITHOUT CONSEST and Financial Considerations of my money to a unknow holding account. XX/XX/2023 Contacted/ requested resolution. Representative said will forward to Department to Correct, but left me without any follow-up or contact information after requesting. In Summary, No Mortgage Company should be allowed to " manipulate customer funds '' in their best interest without consent of consumer/borrower. As a borrower I should be able to speak and have professional follow-up with a Lender - just like ALL Consumer Purchases - " not check back in XXXX days ''. I believe the actions of this Company were intent to Defraud me of my payments which may have resulted in a Balance Owed to Me- choosing to defer payments and resulting in More Money Owed to Them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37215
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A